About the role

Senior AI Architect at Genesys designing end-to-end AI systems and architecting reliable AI solutions for enhanced customer experiences. Collaborating with clients to leverage AI in customer experience orchestration.

Responsibilities

Design end-to-end AI systems for customer experience use cases
Architect reliable, production-ready AI solutions that go beyond prompt design
Define how AI interacts across the full journey
Optimize retrieval-augmented generation (RAG) and knowledge architectures
Develop approaches for content structuring, chunking, embedding, and ranking
Establish AI evaluation frameworks and quality measurement strategies
Create test sets, evaluation methodologies, and feedback loops to continuously improve performance
Engineer contextual AI experiences that leverage real-time data and conversation state
Evaluate and optimize AI solutions for real-world constraints

Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases
Ability to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk
Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems
Able to design for real-world constraints including voice latency, fallback paths, throughput, reliability, and secure data access
Ability to define AI evaluation strategies, success metrics, and monitoring approaches across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control
Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders
Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture.