Senior Solution Architect, AI & Platform

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. Senior Solution Architect, AI & Platform United States   Role Overview: Enterprise customers rely on Genesys to connect complex voice, cloud, network, and AI environments into experiences that are reliable, secure, scalable, and measurable. As a Senior Solution Architect, AI & Platform, you will serve as a technical authority for complex enterprise opportunities, owning architecture across telephony, networking, VDI, public cloud, APIs, and AI-powered solutions spanning self-service, agent assistance, journey management, and back-office automation. You will partner with account teams, customers, Professional Services, Product Management, and Engineering to move strategic opportunities from technical discovery through validation and production pilots. Your architectural decisions will shape how conversational, generative, and agentic AI capabilities integrate into enterprise environments while meeting demanding requirements for performance, security, resilience, and cost. This role offers direct visibility with CIO, CTO, and senior technical stakeholders and the opportunity to influence both customer architecture and Genesys product direction. You will also expand the capabilities of the broader Solution Consulting organization through reusable architecture patterns, technical enablement, and field insight. At Genesys, collaboration means bringing deep expertise together to solve meaningful customer challenges. In this role, you will help enterprises apply modern AI and cloud technologies to improve customer and employee experiences while influencing how those capabilities scale across complex environments. Key Responsibilities: • Lead technical discovery, architecture, whiteboarding, customized demonstrations, trial engagements, and value assessments that advance complex enterprise opportunities from evaluation to validated solution design • Own end-to-end enterprise voice architecture across SIP trunking, WebRTC, Session Border Controllers, media paths, codec strategy, transcoding, failover, and carrier interconnect to deliver reliable real-time communications • Drive network architecture decisions across OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts, translating infrastructure choices into measurable voice quality, latency, and reliability outcomes • Architect VDI and AWS solutions using technologies including EC2, Lambda, and EventBridge, balancing scalability, resilience, performance, and cost for contact center and remote-agent environments • Design API and integration architectures spanning RESTful APIs, webhooks, event-driven patterns, authentication, and error handling to connect complex enterprise systems securely and reliably • Architect production-ready AI solutions that combine LLMs, deterministic workflows, tools, orchestration, human handoffs, and fallback strategies to improve customer and employee experiences • Design scalable RAG and enterprise knowledge architectures covering content structuring, chunking, embeddings, ranking, retrieval, and trusted knowledge integration • Establish AI evaluation and observability frameworks that connect accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and cost with customer and business outcomes • Engineer contextual experiences using real-time customer data, interaction history, and conversation state while optimizing model selection, caching, context management, throughput, reliability, and cost • Connect Genesys Cloud AI capabilities and emerging interoperability approaches, including Model Context Protocol (MCP) and agent-to-agent (A2A), to practical enterprise use cases and measurable customer outcomes • Influence product direction by translating field insights into actionable guidance for Product Management and Engineering and participating in beta testing of emerging cloud capabilities • Scale technical capability across Solution Consulting, partners, and account teams through reusable blueprints, accelerators, workshops, training, technical escalation support, and collaboration with Genesys Customer Care • Represent Genesys at industry events and support RFI/RFP and contracting activities by clearly connecting architectural decisions to technical requirements and business value Required Qualifications: • Deep hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration • Strong background in OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts governing real-time media performance • Demonstrated experience architecting and supporting VDI environments for contact center and remote-agent populations • Strong AWS architecture expertise, including EC2, Lambda, and EventBridge, with the ability to evaluate and justify design decisions across scalability, resilience, performance, and cost • Deep experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise system integration • Demonstrated ability to make and defend architectural tradeoffs across security, reliability, scalability, latency, cost, and enterprise requirements • Proven ability to communicate complex architecture decisions to technical, sales, and executive stakeholders • Ability and willingness to travel approximately 50% of the time Preferred Qualifications: • 7+ years of relevant technical experience, including 5+ years in solutions engineering, technical presales, or technical services, with contact center industry experience strongly preferred • Bachelor's degree in Electrical Engineering, Computer Science, or a related field • Hands-on experience architecting enterprise AI solutions across machine learning, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI • Demonstrated architectural judgment across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk • Experience designing real-time enterprise systems with secure data access, reliability controls, fallback paths, and failure handling • Proficiency with AI-assisted development tools such as Cursor, OpenAI Codex, Kiro, or comparable platforms for rapid prototyping, integration work, and technical demonstrations • Proven ability to deliver compelling technical demonstrations and presentations that connect architecture decisions to customer and business value • Strong executive communication and presence, with experience influencing CIO, CTO, and other senior technical stakeholders alongside sales teams Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.   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 Click here to view a summary overview of our Benefits. Working at Genesys • AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,00