Principal Agentic AI Solutions Architect

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.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.Role Overview: This role drives enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale. At Genesys, we are advancing customer experience through empathy, innovation, and AI, helping organizations create meaningful connections that drive measurable business impact.You will own the end-to-end orchestration of Agentic AI solutions, from early discovery through continuous optimization, influencing both technical direction and business outcomes. Working directly with senior customer stakeholders, you will align AI initiatives to measurable KPIs, ensuring each deployment improves experience quality, operational efficiency, or revenue performance. Your work will directly impact how enterprises evolve from isolated AI pilots to sustained, enterprise-wide transformation.This role offers exposure to complex, multi-system architectures and cutting-edge AI capabilities, including virtual agents, copilots, and orchestration frameworks. You will collaborate across product, engineering, and customer-facing teams to accelerate innovation while ensuring governance, compliance, and long-term scalability.Key Responsibilities:Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiencyTranslate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfactionDesign reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systemsDrive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realizationDeliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalabilityOptimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impactInfluence enterprise AI strategy by advising on platform evolution, integration approaches, and long-term transformation roadmapsChampion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standardsRequired Qualifications:8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environmentsStrong expertise in cloud platforms such as AWS, Azure, or GCP, with hands-on experience in distributed systems and integrationsProven experience designing and implementing API-driven and event-based architectures using REST, JSON, and modern integration patternsDemonstrated ability to translate business requirements into scalable technical solutions with measurable outcomesExperience working with conversational AI, NLP, or AI-driven customer experience platformsStrong stakeholder engagement skills, including experience working with senior executives and cross-functional teamsAbility to operate independently in complex, fast-moving environments with high ambiguitySolid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deploymentsPreferred Qualifications:Experience with Genesys Cloud or similar contact center platformsBackground in AI orchestration, LLM integrations, or agent-assist technologiesFamiliarity with customer journey mapping and omnichannel experience designExperience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public SectorExposure to large-scale digital transformation or enterprise AI adoption programsBenefits That Support You: We invest in your well-being, because when you’re at your best, so are the experiences you create.Comprehensive extended group health coverageGenerous paid time off, including vacation and personal leaveRetirement savings program with employer RRSP matching up to a prescribed maximum amountFamily-friendly benefits, including parental leave top-up and adoption assistanceGrowth and development opportunities throu