Expert AI Solutions Architect for Cutting-Edge Customer Experiences

5 days ago


Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

We are seeking a highly skilled Senior CCaaS (Contact Center as a Service) pre-sales Solutions Architect with deep expertise in AI and a proven track record of designing innovative, scalable, and reliable CCaaS solutions on the Genesys Cloud CX platform.

About this Role

This key member of our Customer Success and Professional Services team will support clients in realizing Genesys' Experience as a Service vision by architecting customized CCaaS solutions that leverage the Genesys Cloud CX Platform and integrate advanced AI capabilities to meet specific customer needs.

Key Responsibilities
  • Solution Architecture and Design: Deliver tailored CCaaS solutions incorporating AI capabilities, custom integrations, analytics, user experience, data transformation, automation, system administration, and compliance technologies to meet complex customer requirements.
  • Technical Leadership in Presales: Lead presales activities providing in-depth expertise in Genesys Cloud CX and demonstrating a clear understanding of customer needs to position our solution offerings effectively.
  • Client Engagement & Consultation: Engage with customers as the technical expert guiding them on best practices and custom solution options to maximize their experience and platform benefits.
  • Solution Implementation: Provide technical overview and knowledge transfer of proposed solutions to delivery teams ensuring alignment and consistency between presales cycle and implementation.
  • Collaboration: Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals.
  • Innovation and Research: Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI contributing to ongoing innovation initiatives.
Requirements
  • Experience: Minimum 12 years of experience in contact center technologies with a strong background in CCaaS platforms and custom solution development in a services/pre-sales position.
  • Technical Skills: Expertise in Genesys Cloud CX, AI technologies, APIs, and custom solution architecture.
  • Communication & Presentation Skills: Exceptional spoken and visual presentation skills able to convey complex technical concepts to a range of audiences including non-technical stakeholders.
  • Candidate Requirements:
    • AWS AI services such as Lex v2, Bedrock, Kendra, and SageMaker or Cloud AI equivalents.
    • Advanced degree in Computer Science, Engineering, or related field.
    • Experience in a Professional Services or consulting environment.
    • Certifications in AI, Cloud Architecture, or related areas.
    Estimated Salary Range

$179,600.00 - $333,600.00 per annum based on location and qualifications.

Benefits

Medical, Dental, and Vision Insurance. Telehealth coverage. Flexible work schedules and work from home opportunities. Development and career growth opportunities. Open Time Off in addition to 10 paid holidays. 401(k) matching program. Adoption Assistance. Fertility treatments.

About Genesys Cloud Services, Inc.

Genesys empowers more than 8,000 organizations worldwide to improve loyalty and business outcomes by creating exceptional experiences for their customers and employees through the Genesys Cloud platform.



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