Principal Agentic AI Solutions Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:
This role drives enterprise AI transformation by turning ambitious customer goals into scalable production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy architecture and execution shaping how leading organizations design and deliver AI-powered customer experiences at scale. At Genesys we are advancing customer experience through empathy innovation and AI helping organizations create meaningful connections that drive measurable business impact.

You will own the end-to-end orchestration of Agentic AI solutions from early discovery through continuous optimization influencing both technical direction and business outcomes. Working directly with senior customer stakeholders you will align AI initiatives to measurable KPIs ensuring each deployment improves experience quality operational efficiency or revenue performance. Your work will directly impact how enterprises evolve from isolated AI pilots to sustained enterprise-wide transformation.

This role offers exposure to complex multi-system architectures and cutting-edge AI capabilities including virtual agents copilots and orchestration frameworks. You will collaborate across product engineering and customer-facing teams to accelerate innovation while ensuring governance compliance and long-term scalability.

Key Responsibilities:

• Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency

• Translate business KPIs into scalable AI architectures that drive measurable improvements in automation containment and customer satisfaction

• Design reference architectures integration patterns and data flows that enable seamless orchestration across channels and enterprise systems

• Drive alignment between customer stakeholders internal teams and delivery partners to ensure successful AI adoption and value realization

• Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities accelerating time to value while ensuring production scalability

• Optimize deployed AI solutions through continuous iteration using performance data to enhance accuracy efficiency and business impact

• Influence enterprise AI strategy by advising on platform evolution integration approaches and long-term transformation roadmaps

• Champion responsible AI practices ensuring solutions meet security privacy and regulatory requirements while maintaining ethical standards

Required Qualifications:

• 8 years of experience delivering CX CRM or AI-driven solutions in enterprise environments

• Strong expertise in cloud platforms such as AWS Azure or GCP with hands-on experience in distributed systems and integrations

• Proven experience designing and implementing API-driven and event-based architectures using REST JSON and modern integration patterns

• Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes

• Experience working with conversational AI NLP or AI-driven customer experience platforms

• Strong stakeholder engagement skills including experience working with senior executives and cross-functional teams

• Ability to operate independently in complex fast-moving environments with high ambiguity

• Solid understanding of data governance security and compliance frameworks relevant to enterprise AI deployments

Preferred Qualifications:

• Experience with Genesys Cloud or similar contact center platforms

• Background in AI orchestration LLM integrations or agent-assist technologies

• Familiarity with customer journey mapping and omnichannel experience design

• Experience in industries such as Financial Services Healthcare Insurance Retail or Public Sector

• Exposure to large-scale digital transformation or enterprise AI adoption programs

Benefits That Support You:
We invest in your well-being because when youre at your best so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs including the conditions for eligibility the amount of the benefit (including caps on benefits and customary pricing details) the length of the paid time off etc. will be provided upon hire and is subject to Genesys policies.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process but every application is reviewed by our Talent Acquisition team looking beyond keywords to focus on your experience and potential.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Employee Referrals:

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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 .

Reasonable Accommodations:

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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

Required Experience:

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