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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

The Genesys Principal Technical Architect - AI is a strategic role that involves planning and designing the foundational framework that allow business to leverage artificial intelligence technologies effectively, act as the bridge between Genesys' AI product management and customer-facing teams, empowering the field organization with expertise and resources related to Genesys AI products, ensures that Genesys AI implementations support business goals, enhance operational efficiency, and drive technological innovation.

This role demands a combination of deep AI technical knowledge, strong communication skills, and the ability to bridge the gap between complex technology and practical business applications, collaborate with technical and business teams to tailor AI-driven solutions, and oversee the implementation process to ensure that these solutions deliver tangible benefits.

Key Responsibilities:

• Leverage deep technical knowledge of Genesys AI offerings and underlying artificial intelligence technologies to demonstrate product value to customers and prospects.
• Develop technical and blueprint content to support the Customer Success and Services (CSS) organization.
• Assist in pre-sales and post-sales activities, including trial programs, AI integration methods, and product value assessments.
• Provide technical guidance to Product Management on AI product design, implementation, and integration based on customer feedback and needs.
• Ideate, solution, and develop innovative use cases, accelerators, and prototypes leveraging Genesys AI.
• Implement best practices for Genesys AI testing, deployment, and maintenance.

Requirements:

• Proven practical experience with AI technologies like LAM, A2A, MCP LLM, NLU, NLP and Prompt Engineering.
• Strong ability to create and seamlessly deliver compelling product demonstrations, technical presentations and lead discussions on AI integration points.
• Proven ability to lead and manage projects with cross-functional teams.
• Strong communication skills to effectively collaborate with various stakeholders
• Critical thinking, problem-solving and collaborative mindset skills are essential
• Expertise in integrating Genesys AI solutions with customers' existing technologies and Genesys Cloud solutions.
• Ability to recognize opportunities for process improvement and recommend effective AI-driven solutions.

#LI-Hybrid

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.