SAP Solution Architect leading end - to - end architecture for OPG’s SAP modernization programs. Aligning platforms, integrations, security, data, and operations across enterprise transformation initiatives.
About the role
- Principal AI Solutions Architect designing and delivering virtual agents, routing, and generative AI solutions for Genesys’ enterprise customer-experience platform. Leading customer consulting, architecture, testing, and team delivery.
Responsibilities
- Manage project initiatives of strategic importance to the organization
- Participate in customer workshops and design digital bot flows using Genesys products
- Design, develop, and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents
- Create development effort estimates with team managers and Professional Services project or regional managers
- Drive user story creation and ownership for SS&AI-owned IVR, routing, and bot epics with the Product Owner and Scrum Master
- Lead SS&AI team delivery
- Present and demonstrate proposed digital bot solutions
- Perform knowledge transfer of delivered solutions
- Create and execute test scripts for call flows and other logic
- Provide UAT and QA support using Genesys tools, logs, and reporting
- Communicate across the global community while respecting cultural, language, and time-zone variations
- Adjust working hours to match customer and team interactions
- Provide feedback to product teams on APIs, products, documentation, and architectures
- Provide customer technical consulting on deliverables, outcomes, coding best practices, and deployments
- Assist with resolving escalated customer issues
Requirements
- BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred
- 10+ years of experience with commercial Digital CCaaS applications, routing, bots, development tools, and advanced speech recognition engines
- 6+ years of experience working with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex
- Webhook/fulfillment experience and development skills
- Must be able to work US hours
- Understanding and experience with generative and agentic AI tools
- Customer-facing experience, including handling difficult customer situations and client consulting
- Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics
- Ability to work independently and take initiative
- Solid analytical programming and problem-solving skills
- Excellent verbal and writing skills
- Ability to effectively interact with clients and partners in English
- Willingness to travel
Benefits
- Flexible ways of working
- Mentorship
- Learning programs
- Leadership development
- Education support
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Commission or performance-based bonus opportunities may be available
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Degree requirement
No Education Requirement
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