AI Solution Architect Senior Manager

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.

The Senior Manager, AI Solution Architecture leads a team of AI Architects responsible for designing, governing, and enabling innovative AI-powered customer experience solutions across the Genesys ecosystem. This role combines deep expertise in artificial intelligence, conversational AI, customer experience technologies, cloud architecture, and people leadership to drive the successful adoption of AI solutions that deliver measurable business outcomes.

Key Responsibilities

• Leadership & Team Development
  • Lead, mentor, and develop a team of AI Solution Architects, fostering a culture of innovation, collaboration, and technical excellence.
  • Establish performance goals, development plans, and career progression paths for team members.
  • Drive the adoption of AI architecture standards, best practices, and governance frameworks.
  • Support hiring, onboarding, and retention of top AI and cloud architecture talent.
  • Promote continuous learning in emerging AI technologies, large language models (LLMs), generative AI, agentic AI, machine learning, and automation.
• AI Architecture Strategy
  • Define and execute the AI architecture vision aligned with Genesys’ AI strategy and customer experience transformation goals.
  • Oversee the design and validation of complex AI solutions leveraging Genesys Cloud AI capabilities, conversational AI platforms, generative AI technologies, and third-party AI ecosystems.
  • Establish architectural standards for AI solution scalability, security, observability, reliability, compliance, and responsible AI practices.
  • Lead architectural reviews and provide guidance on AI deployment models, integration patterns, data architecture, and operationalization strategies.
  • Serve as the escalation point for complex AI solution challenges and architectural decisions.
• Customer & Business Engagement
  • Act as a trusted advisor to customers and executive stakeholders on AI transformation initiatives.
  • Lead strategic AI discovery sessions, architecture workshops, executive briefings, and innovation engagements.
  • Translate business objectives into AI-driven customer experience solutions that deliver measurable value.
  • Support strategic sales opportunities through AI vision, solution design, technical leadership, and executive engagement.
  • Help customers define AI adoption roadmaps, governance models, and business value frameworks.
• Cross-Functional Collaboration
  • Partner with Product Management, Engineering, Data Science, Professional Services, Customer Success, and Sales organizations.
  • Influence AI product direction by providing feedback from customer engagements and market trends.
  • Collaborate with internal stakeholders to define reusable AI frameworks, accelerators, and reference architectures.
  • Support go-to-market initiatives and thought leadership around AI-driven customer experience innovation.
• Operational Excellence
  • Define and monitor KPIs related to AI architecture effectiveness, adoption, customer outcomes, and team performance.
  • Ensure consistency and quality across AI solution designs and customer engagements.
  • Drive operational processes for AI governance, risk management, model lifecycle management, and architecture reviews.
  • Promote responsible AI practices, including transparency, security, privacy, compliance, and ethical AI principles.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Data Science, Artificial Intelligence, or related field.
• 10+ years of experience in enterprise architecture, solution architecture, AI, cloud technologies, or customer experience platforms.
• 5+ years of leadership experience managing architects, engineers, or technical consulting teams.
• Strong understanding of AI and machine learning concepts, including: Generative AI, Large Language Models (LLMs), Conversational AI, Agentic AI Systems, Retrieval-Augmented Generation (RAG), Prompt Engineering, AI Governance and Responsible AI.
• Experience designing enterprise-scale AI solutions and cloud-native architectures.
• Knowledge of Genesys Cloud AI capabilities, customer engagement technologies, and contact center transformation initiatives.
• Strong executive communication, stakeholder management, and presentation skills.

Preferred Qualifications

• Experience with AI platforms such as OpenAI, Google Vertex AI, Amazon Bedrock, Microsoft Azure AI, Anthropic, or similar ecosystems.
• Familiarity with vector databases, knowledge management systems, AI orchestration frameworks, and MLOps practices.
• Experience with data architecture, analytics, and enterprise integration patterns.
• Cloud certifications (AWS, Azure, GCP) and AI-related certifications.
• Experience leading AI transformation initiatives in large enterprise environments.

Leadership Competencies

• AI Innovation Leadership: Drives adoption of emerging AI technologies and identifies opportunities to create business value.
• Strategic Thinking: Aligns AI initiatives with business strategy, customer outcomes, and organizational objectives.
• Customer-Centric Mindset: Focuses on delivering measurable improvements in customer and employee experiences through AI.
• Technical Excellence: Demonstrates deep expertise in AI architectures, cloud platforms, and enterprise solution design.
• Talent Development: Builds and develops high-performing AI architecture teams.
• Influence & Collaboration: Effectively partners across technical, business, and executive stakeholders.
• Responsible AI Stewardship: Champions ethical, secure, transparent, and compliant AI solutions.

Success Metrics

• AI revenue influence and strategic opportunity support.
• Customer adoption of AI solutions and measurable business outcomes.
• Quality, scalability, and governance of AI architectures.
• Team engagement, capability growth, and retention.
• Reusable AI assets, reference architectures, and best practices created.
• Executive stakeholder satisfaction and trusted advisor status.
• Contribution to Genesys' AI leadership and innovation objectives.

Strategic Mission

Lead the evolution of AI-powered customer experience architecture by enabling organizations to leverage conversational AI, generative AI, agentic automation, and intelligent orchestration to transform how customers and employees interact with brands, while ensuring scalability, governance, and business value at enterprise scale.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys: Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys CloudTM is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.