Principal AI Architect - Professional Services

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Location: Remote, North America

We are looking for a Generative Artificial Intelligence expert who is passionate about how AI can improve the experience and efficiency of information access and work functions in a Contact Center environment. Genesys are rapidly expanding their product portfolio of AI capabilities of which our Professional Services team are responsible for consulting and delivery.
 

The ideal candidate shall be able to demonstrate their involvement in solutioning commercial AI solutions, be bold in talking with customers about how Genesys AI offerings can be used to their business advantage and working with others to build skills. Fundamentally, the role is aligned with Genesys AI products, but the demands of our customers require us to construct solutions that extend our portfolio leading to new ways of working conversational and generative models, content integration, data surfacing and analytics. We are particularly interested in candidates who have experience in Cloud AI technologies.
 

You will be joining a collaborative team of like-minded people who thrive on technical problem solving and relish design and implementation challenges. Being a member of the team, you are expected to show up strong, be bold and establish customer relationships by demonstrating knowledge, skill and confidence in your work.
 

Responsibilities

• Collaborate and consult directly with customers as an individual contributor in delivering AI solutions as a member of our Professional Services team.

• Engage critical thinking from pre-sales through delivery and support.

• Work with Genesys Product Management to understand and offer insights how Genesys AI products meet market needs.

• Conduct continuous training to keep current on Genesys AI products and industry AI direction.

• Be prepared to operate on one or more projects at a time due to skill demand.

• Create designs in collaboration with a larger project team showing good judgement in selecting the latest features and methods for customer AI solutions.

• Operate within both Agile and Waterfall engineering methods.

• Meet expectations of the Professional Services processes such as within-budget and quality deliverables, time and status reporting, mentoring, best practices, documentation, debriefs and training certification up-keep.

Who you are

• Previously operated in a Professional Services consulting capacity with direct customer interactions.

• You have at least 4 years of commercial AI product proven experience in training and working with generative AI using Large Language Models, data analysis and integration.

• You are an open-minded self-starter, willing to learn new technology trends and deeply interested in AI capabilities.

• You can gather business requirements, analyze complex problems, and develop solutions to meet customer needs.

• Understand the sensitivity of handling customer data.

• Provide technical leadership and expertise to our customers and internal teams, offering guidance on best practices and methodologies.

• Hold a minimum of a bachelor's degree in a technical subject.

• Retain a valid passport and be available to travel at least 25% of the working year.

• And in case that's not enough, you can communicate complex technical concepts to both technical and non-technical audiences.

Desirable Skills

We expect you to have experience with some of the following technologies and are willing to learn the rest:

• Experience with AWS AI services such as Lex v2, Bedrock, Kendra and SageMaker or Cloud AI equivalents

• Understand the technology behind the Contact Center, preferably with Genesys products.

• Working knowledge of NodeJS and/or Python