Principal AI Solution Architect 

In this senior presales role, you shape AI-driven customer experiences by designing production-ready AI solutions and guiding executive stakeholders. You partner with sales and customers to translate complex AI capabilities into clear business value, while enabling the field with scalable assets and technical content. You operate across strategy, enablement, and product feedback to drive enterprise adoption of Genesys AI. This position offers impact from shaping architecture to influencing go-to-market directions.

• paid volunteer time
• August Free Fridays
• well-being resources
• regionally tailored programs for employees and families
• flexible-first culture
• global recognition as a Great Place to Work

• Design end-to-end AI systems for customer experience use cases
• Architect production-ready AI solutions blending LLMs, deterministic workflows, tools, and orchestration
• Define AI interactions across self-service, agent copilot, journey management, and back-office automation with fallbacks and handoffs
• Optimize retrieval-augmented generation and knowledge architectures
• Develop scalable knowledge/ retrieval strategies grounded in enterprise data
• Establish AI evaluation frameworks and success metrics across accuracy, containment, and business impact
• Engineer AI experiences using real-time data and context, with effective context management and prompt design
• Ensure designs meet scalability, latency, and cost constraints in enterprise environments
• Leverage Genesys AI capabilities to articulate product value to customers and prospects
• Support pre-sales activities including technical discovery, solution design, and demonstrations
• Prototype AI in sandbox/customer environments to validate use cases and latency
• Collaborate with Account Teams and Professional Services to transition prototypes to production pilots
• Build integrations with RESTful APIs and interoperability patterns (MCP, A2A)
• Create reusable technical assets and enablement content for Solution Consultants and partners
• Provide strategic feedback to Product Management and Engineering on AI product design
• Influence CIO/CTO stakeholders on broader IT and transformation strategy

• Hands-on design of modern AI solutions for CX orchestration and contact center use cases
• Experience with ML, NLU/NLP, retrieval-based systems, LLMs, and orchestration patterns
• Ability to trade off latency, cost, explainability, governance, multilingual needs, and risk
• Enterprise integration with RESTful APIs, event-driven architectures, identity systems, cloud ecosystems
• Define AI evaluation, monitoring, drift, safety, and cost control strategies
• Strong executive communication to translate AI architectures into business value
• Promote prompt design and AI workflow optimization as part of system architecture
• Proven ability to deliver compelling technical demos and presentations
• Sales collaboration to understand customer challenges and provide AI-focused solutions
• Business-value orientation and ability to identify AI-driven optimization opportunities
• Executive presence to influence CIO/CTO-level decisions
• Strong knowledge of Genesys Cloud platform and AI capabilities (preferred)
• Foundational programming knowledge (Python preferred)
• Fluency in English and German

• Executive storytelling
• Strategic thinking
• Cross-functional collaboration
• Python (foundational)
• LLMs and retrieval-based systems
• RAG and knowledge grounding