Hybrid AI Solutions Architect

Posted 3 hours ago

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About the role

  • Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.
  • Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments.
  • Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.
  • Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.
  • Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams to ensure successful execution.
  • Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.
  • Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact.
  • Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.
  • Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.
  • Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.
  • Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.

Requirements

  • 6+ years of experience in the Contact Center industry, with hands-on experience designing and deploying AI-powered CCaaS solutions.
  • 3+ years in a solutions engineering, technical services, or customer-facing technical role, with proven experience in AI-driven transformation.
  • Expertise in Conversational AI, Natural Language Processing (NLP), Machine Learning, and AI-driven analytics for customer engagement.
  • Strong cloud-based architecture experience, with a focus on AWS, Azure, or Google Cloud.
  • Proficiency in programming/scripting languages such as Java, Python, or Node.js for AI model deployment and system integrations.
  • Proven ability to both sell and execute AI solutions—balancing strategic planning, technical leadership, and hands-on solution delivery.
  • Excellent verbal and written communication skills, with the ability to translate complex AI concepts for diverse audiences.
  • Willingness to travel as needed for customer engagements.

Benefits

  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off in addition to 10 paid holidays
  • 401(k) matching program
  • Adoption Assistance
  • Fertility treatments

Job title

AI Solutions Architect

Job type

Experience level

Mid levelSenior

Salary

$128,400 - $238,600 per year

Degree requirement

Bachelor's Degree

Location requirements

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