Senior Solution Architect, AI & Platform

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Lead technical discovery phases, architecture design, whiteboarding sessions, personalized demonstrations, trial engagements, and value assessments for intricate enterprise opportunities.

• Manage the complete enterprise voice architecture, which includes SIP trunking, WebRTC, Session Border Controllers, media paths, codec strategies, transcoding, failover mechanisms, and carrier interconnects.

• Guide network architecture decisions related to OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts.

• Design VDI and AWS solutions utilizing EC2, Lambda, and EventBridge.

• Create API and integration architectures based on RESTful APIs, webhooks, event-driven patterns, authentication methods, and error handling processes.

• Develop production-ready AI solutions that combine LLMs, deterministic workflows, tools, orchestration, human handoffs, and fallback strategies.

• Design scalable RAG and enterprise knowledge architectures.

• Establish AI evaluation and observability frameworks that address accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and costs.

• Engineer contextual experiences leveraging real-time customer data, interaction histories, and conversation states.

• Integrate Genesys Cloud AI capabilities with MCP and A2A interoperability approaches to create practical enterprise use cases.

• Influence product direction by providing field insights, product guidance, collaborating with engineering, and conducting beta testing.

• Enhance technical capabilities across Solution Consulting, partners, and account teams by developing blueprints, accelerators, workshops, training, and escalation support.

• Represent Genesys at industry events while assisting with RFI/RFP and contracting tasks.

• Collaborate with account teams, customers, Professional Services, Product Management, and Engineering from technical discovery through validation and production pilots.

⛳️ Requirements

• Extensive hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration.

• Solid background in OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts that impact real-time media performance.

• Proven experience in architecting and supporting VDI environments for contact centers and remote-agent teams.

• Strong expertise in AWS architecture, particularly with EC2, Lambda, and EventBridge.

• In-depth experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise system integrations.

• Demonstrated capability to make and justify architectural trade-offs regarding security, reliability, scalability, latency, cost, and enterprise requirements.

• Proven ability to convey complex architectural decisions to technical, sales, and executive stakeholders.

• Willingness and ability to travel approximately 50% of the time.

• Over 7 years of relevant technical experience, including at least 5 years in solutions engineering, technical presales, or technical services.

• A Bachelor’s degree in Electrical Engineering, Computer Science, or a related field.

• Practical experience in architecting enterprise AI solutions, covering machine learning, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool utilization, and agentic AI.

• Demonstrated architectural judgment regarding model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk.

• Experience in designing real-time enterprise systems featuring secure data access, reliability controls, fallback options, and failure management.

• Proficiency in AI-assisted development tools such as Cursor, OpenAI Codex, Kiro, or similar platforms.

• Established ability to deliver engaging technical demonstrations and presentations.

• Strong executive communication skills and presence, with the ability to influence CIOs, CTOs, and other senior technical stakeholders.

• Experience in the contact center industry is strongly preferred.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Opportunities for development and career growth.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

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