Senior Technical Solutions Specialist responsible for gathering and implementing payment solutions for public sector clients. Collaborating with cross - functional teams to drive customer satisfaction in a hybrid role.
About the role
- AI Solutions Architect at Genesys responsible for AI-powered solutions in contact centers. Designing, delivering, and optimizing AI solutions while collaborating with internal teams and customers.
Responsibilities
- 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
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Senior Technical Solutions Specialist responsible for implementing payment solutions for public sector. Collaborating with cross - functional teams to drive customer satisfaction and deliver exceptional client experiences.
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