Partner AI Architect

This is a fully remote position, open to applicants in California.

📋 Description

• Drive strategic opportunities for Genesys Cloud CX and Genesys AI in collaboration with key technology partners, GSIs, and the Genesys sales teams.

• Develop reusable resources, reference architectures, pre-sales enablement, and coaching materials for partner pre-sales teams.

• Assist partners in independently generating their pipeline, articulating value, and achieving AI-led outcomes.

• Influence product direction and go-to-market strategies based on feedback from partners and customers.

• Design comprehensive AI systems tailored for customer experience and contact center applications.

• Architect production-ready AI solutions utilizing LLMs, deterministic workflows, tools, and orchestration layers.

• Define AI interactions for self-service, agent copilot, journey management, and back-office automation, including fallback and human handoff strategies.

• Optimize RAG and enterprise knowledge architectures, focusing on content structuring, chunking, embedding, and ranking.

• Establish frameworks for AI evaluation, including test sets, quality metrics, and feedback loops.

• Design contextual AI experiences utilizing customer data, interaction histories, external signals, and conversation states.

• Enhance solutions for scalability, latency, reliability, throughput, and cost-effectiveness.

• Build and refine partner Genesys Cloud development lab environments through remote and in-person workshops.

• Act as a technical escalation point for complex integration issues faced by partners in pre-sales.

• Mentor partner solution consultant teams.

• Support technical readiness in the field by creating assets, shared demo environments, videos, and RFx materials.

• Collaborate with partners and account teams in co-selling through technical discovery, solution design, demonstrations, workshops, and value articulation.

• Develop knowledge-sharing frameworks, demos, success stories, and reusable assets.

• Design and implement AI prototypes in sandbox, partner, and customer development environments.

• Transition successful prototypes into production pilots via technical handoff, hardening, KPI alignment, and outcome validation.

• Construct third-party integrations using RESTful APIs and interoperability patterns such as MCP and A2A.

• Empower solution consultants, partners, and account teams through workshops, demonstrations, coaching, and technical documentation.

• Provide feedback to product management and engineering regarding AI product design and customer-driven enhancements.

• Assist partners in engaging CIO/CTO stakeholders and positioning Genesys within broader IT and transformation strategies.

⛳️ Requirements

• Hands-on experience in designing contemporary AI solutions for customer experience orchestration and contact center applications.

• Expertise in classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, prompt engineering, tool usage, and agentic approaches.

• Capability to justify architectural trade-offs concerning latency, cost, explainability, governance, multilingual requirements, and business risk.

• Proficiency in integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and cloud ecosystems.

• Ability to design for voice latency, fallback paths, throughput, reliability, and secure data access.

• Competence in defining AI evaluation strategies, success metrics, and monitoring across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost management.

• Strong skill in translating complex AI architectures into business value for both technical and executive stakeholders.

• Experience in creating reusable assets, workshops, and enablement materials for partner organizations.

• Practical experience in designing prompts, context strategies, and orchestration flows.

• Proven ability to create, present, and adapt technical demonstrations and presentations.

• Demonstrated success in collaborating with sales teams on AI-focused technical solutions.

• Ability to identify opportunities for process optimization and recommend AI-driven solutions.

• Established capability to influence CIO/CTO decision-makers.

• Strong understanding of the Genesys Cloud platform and Genesys AI is preferred.

• Hands-on experience with AWS, Salesforce, ServiceNow, Meta, and/or Guidewire.

• Prior experience working with GSIs is preferred.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules.

• Opportunities to work from home.

• Development and career growth opportunities.

• Open Time Off.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and education support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Potential eligibility for commission or performance-based bonus opportunities.