AI Architect – Presales

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Design and develop AI systems ready for production that enhance customer experience applications.

• Create scalable Retrieval-Augmented Generation (RAG) and enterprise knowledge frameworks.

• Implement AI assessment and monitoring frameworks aligned with both technical and business objectives.

• Engineer contextual AI interactions utilizing real-time customer information, interaction history, conversation context, and external signals.

• Enhance AI architectures for scalability, minimizing latency, maximizing throughput, ensuring reliability, and managing costs.

• Lead strategic presales initiatives through technical exploration, solution architecture, demonstrations, sandbox trials, integration support, and value evaluations.

• Develop and validate AI prototypes to ensure they are ready for production pilots.

• Collaborate with account teams and Professional Services to validate use cases, ensure success criteria, fortify architectures, align key performance indicators (KPIs), and verify business outcomes.

• Showcase Genesys Cloud AI capabilities and interoperability methods, including Multi-Channel Platform (MCP) and Application-to-Application (A2A).

• Create reusable technical resources, workshops, coaching sessions, and enablement initiatives.

• Shape AI product strategies and market approaches through insights gained from customers and field experiences.

⛳️ Requirements

• Over 5 years of experience in designing and architecting enterprise AI solutions.

• Demonstrated hands-on expertise with traditional machine learning, Natural Language Understanding (NLU) and Natural Language Processing (NLP), retrieval-based systems, Large Language Models (LLMs), orchestration patterns, tool usage, and agentic AI methodologies.

• Capability to assess and justify trade-offs involving model selection, latency, costs, explainability, governance, multilingual needs, security, scalability, and business risks.

• Proficient in integrating AI solutions with enterprise platforms, knowledge repositories, RESTful APIs, event-driven architectures, identity management systems, and wider cloud ecosystems.

• Experience in designing real-time enterprise solutions that consider voice and digital latency, throughput, secure data access, reliability, fallback strategies, failure management, and scalability.

• Specialized in defining strategies for AI evaluation, governance, and observability.

• Knowledgeable in offline and online testing, retrieval quality assessments, tool-call accuracy, safety protocols, drift analysis, auditability, and cost management.

• Hands-on experience in prompt design, context management, RAG, and optimizing AI workflows.

• Proven ability to create and present technical demonstrations, prototypes, and presentations that link architectural choices to customer value and business benefits.

• Successful experience collaborating with sales teams on technical exploration and AI-oriented solution development.

• Strong communication skills, storytelling ability, and executive presence.

• Capacity to influence Chief Information Officers (CIOs), Chief Technology Officers (CTOs), and senior technical decision-makers.

• Preferred understanding of Genesys Cloud and Genesys AI functionalities.

• Experience in designing AI solutions for customer experience orchestration, contact centers, self-service systems, agent assistance, journey management, or back-office automation is a plus.

• Background in creating reusable technical resources and enablement initiatives is preferred.

• Experience working alongside Product Management and Engineering teams is also desirable.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and options for remote work.

• Opportunities for development and career advancement.

• Open Time Off policy.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatment support.

• Mentorship programs, learning opportunities, leadership development, and educational support.

• Paid time off for volunteering.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Potential commission or performance-based bonus opportunities.