AI Solution Architect Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

The 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.

The ideal candidate is a strategic technology leader who can bridge business objectives, AI innovation, and technical execution while developing a high-performing team of architects. This role partners closely with Sales, Product Management, Engineering, Professional Services, Customer Success, and executive stakeholders to accelerate AI transformation initiatives for customers and the organization.

• 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.

• 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.
• 3+ 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.

• 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.

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.