Principal AI Solutions Architect

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

📋 Description

• Oversee project initiatives that are strategically significant to the organization.

• Engage in customer workshops and design digital bot flows utilizing Genesys products.

• Develop, design, and sustain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.

• Collaborate with team managers and Professional Services project or regional managers to create development effort estimates.

• Lead the creation and ownership of user stories for SS&AI-owned IVR, routing, and bot epics in conjunction with the Product Owner and Scrum Master.

• Direct the delivery of the SS&AI team.

• Present and showcase proposed digital bot solutions.

• Conduct knowledge transfer of delivered solutions.

• Develop and execute test scripts for call flows and other logic.

• Offer User Acceptance Testing (UAT) and Quality Assurance (QA) support using Genesys tools, logs, and reporting.

• Communicate effectively within the global community while honoring cultural, language, and time-zone differences.

• Adapt working hours to align with customer and team interactions.

• Provide constructive feedback to product teams regarding APIs, products, documentation, and architectures.

• Deliver technical consulting to customers on project deliverables, outcomes, coding best practices, and deployment strategies.

• Assist in resolving escalated customer issues.

⛳️ Requirements

• Preferred BS/MS/BA or equivalent degree in Computer Science, Engineering, or a related field.

• Over 10 years of experience with commercial Digital CCaaS applications, routing, bots, development tools, and advanced speech recognition engines.

• More than 6 years of experience working with digital and/or voice bots on platforms like Google Dialogflow and Amazon Lex.

• Experience with webhook/fulfillment and development skills.

• Availability to work during US hours.

• Familiarity with generative and agentic AI tools.

• Experience in customer-facing roles, including managing challenging customer situations and client consulting.

• Knowledge of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.

• Capability to work autonomously and take initiative.

• Strong analytical programming and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Ability to effectively engage with clients and partners in English.

• Willingness to travel as required.

🏝️ Benefits

• Flexible work arrangements.

• Access to mentorship opportunities.

• Participation in learning programs.

• Leadership development initiatives.

• Education assistance.

• Paid time off for volunteering.

• August Free Fridays.

• Resources for well-being.

• Regionally tailored programs for employees and their families.

• Potential for commission or performance-based bonuses.