AI Architect; Presales

Position: AI Architect (Presales) Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Join the team and create the future of customer experience together.LocationFully remote within U.S. (not limited to the states that the job is tagged to)Genesys AI ArchitectThe Genesys AI Architect is a senior presales AI specialist who operates across three core motions:Driving strategic AI opportunities with customers and sales teamsScaling the field through reusable assets, technical enablement, and coachingShaping product and go-to-market direction through real-world customer and field feedbackThis role requires a blend of deep AI technical acumen, exceptional sales, communication, and executive storytelling skills, and the ability to translate complex capabilities into clear, actionable business value.Key Responsibilities Design end-to-end AI systems for customer experience use cases. Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows, tools, and orchestration layers. Define how AI interacts across the full journey (self-service, agent copilot, journey management, and back-office automation), including fallback strategies, human handoff, and failure handling.Optimize retrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required. Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data.

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