AI Solution Architect EMEA

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

The Genesys AI Architect isaseniorpresalesAIspecialist whooperatesacrossthreecoremotions:

• Drivingstrategic AI opportunitieswithcustomers andsalesteams
• Scaling the field through reusable assets technical enablement and coaching
• Shaping product and go-to-market direction through real-world customer and field feedback

This role requires a blend of deep AI technical acumen exceptionalsales communication and executive storytellingskills and the ability to translate complex capabilities into clear actionable business value.

Key Responsibilities:

• Design end-to-end AI systems for customer experience use cases. Architect reliable production-ready AI solutions that go beyond prompt design combining LLMs deterministic workflowstoolsand orchestration layers. Define how AI interacts across the full journey (self-service agentcopilotjourney management andback-officeautomation) including fallback strategies human handoff and failure handling.

• Optimizeretrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions whererequired .Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data. Develop approaches for content structuring chunking embedding and ranking to ensure accuracy relevance and freshness. Partner with customers to align AI outputs with trusted knowledge sources while balancing performance latency and governance requirements.

• Establish AI evaluation frameworks and quality measurement strategies .Define how success is measured for AI-driven experiences including accuracy containment customer satisfaction and business impact. Create test sets evaluation methodologies and feedback loops to continuously improve performance. Translate technical quality metrics into business-relevant outcomes to support customer decision-making and adoption.

• Engineer contextual AI experiences thatleveragereal-time data and conversation state .Design how AI systems incorporate dynamiccontextsuch as customer data interaction history and external prompt structure to maximize relevance while managing token limits and response quality. Ensure AI interactionsremaincoherent personalized and aligned across channels and touchpoints.

• Design for scalability latency and cost efficiency in enterprise environments .Evaluate andoptimizeAI solutions for real-world constraints including response time (especially for voice) throughput and cost at scale. Make informed tradeoffs across model selection caching strategies and architecture patterns to deliverperformantand economicallyviablesolutions. Ensure designs meet enterprise expectations for reliability and responsiveness.

• Leverage expert-level knowledge of Genesys AI capabilities to articulate anddemonstrateproduct value to customers and prospects.

• Support pre-sales activities such as technical discovery solution design product demonstrations sandbox/trial engagements AI integration guidance and value assessments.

• Design and deployAIprototypesin sandbox and/or customer development environments tovalidateuse cases integrations latency and success criteria and to highlight the differentiated value of Genesys AI.

• Partner with account teams andProfessional Servicesto transition successful prototypes into production pilots supporting technicalhandoffhardening KPI alignment and business outcome validation.

• Build integrations tothird-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2A showcasingthe art of the possiblewithGenesys Cloud AI solutions.

• Develop reusable technical assets and enable Solution Consultants partners and account teams through workshops coaching and scalable technical content.

• Provide technical feedback and strategic insights toProduct Management and Engineering on AI product design implementation considerations and customer-driven enhancements.

• Influence CIO/CTO-level stakeholders and position Genesys as integral to an organizations broader IT and transformation strategy.