Principal Agentic AI Solutions Architect
WFA Digital Insight
As the demand for AI-powered customer experiences surges, companies like Genesys are at the forefront. With a reported 27% increase in AI adoption among enterprises in the last year, the need for skilled professionals who can design and deliver AI-driven solutions has never been more pressing. This role is particularly compelling, given Genesys' commitment to empathy and innovation, and its use of cutting-edge AI capabilities. Candidates should be prepared to showcase their expertise in cloud platforms, distributed systems, and conversational AI, as well as their ability to collaborate with cross-functional teams and drive business outcomes. Before applying, consider the importance of responsible AI practices and the impact of your work on customer experience and operational efficiency.
Job Description
About the Role
As a Principal Agentic AI Solutions Architect at Genesys, you will be responsible for driving enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. This involves operating at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale. 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.
The 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.
What You Will Do
- Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency
- Translate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfaction
- Design reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systems
- Drive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realization
- Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalability
- Optimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impact
- Influence enterprise AI strategy by advising on platform evolution, integration approaches, and long-term transformation roadmaps
- Champion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standards
What We Are Looking For
- 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments
- Strong expertise in cloud platforms such as AWS, Azure, or GCP, with hands-on experience in distributed systems and integrations
- Proven experience designing and implementing API-driven and event-based architectures using REST, JSON, and modern integration patterns
- Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
- Experience working with conversational AI, NLP, or AI-driven customer experience platforms
- Strong stakeholder engagement skills, including experience working with senior executives and cross-functional teams
- Ability to operate independently in complex environments and make decisions with minimal supervision
Nice to Have
- Experience with DevOps practices and tools, such as Jenkins, Docker, or Kubernetes
- Knowledge of security frameworks and compliance regulations, such as GDPR or HIPAA
- Familiarity with agile development methodologies and version control systems, such as Git
Benefits and Perks
- Competitive compensation package
- Opportunity to work with a leading company in the AI and customer experience space
- Collaborative and dynamic work environment with a team of experienced professionals
- Flexible remote work arrangements and a stipend for home office setup
- Access to cutting-edge technologies and training opportunities for professional growth
- Comprehensive health insurance and retirement savings plan
- Generous paid time off and holiday schedule
How to Stand Out
- To stand out, showcase your experience with cloud platforms, distributed systems, and conversational AI, and be prepared to provide specific examples of how you've driven business outcomes through AI-driven solutions.
- Highlight your ability to collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
- Make sure your portfolio includes examples of scalable AI architectures and solutions you've designed and implemented, and be prepared to walk the interviewer through your design decisions.
- When negotiating salary, consider the market rate for similar roles and the value you bring to the company, and be prepared to discuss your expectations and requirements.
- Be cautious of companies that prioritize short-term gains over long-term sustainability and ethical considerations, and ask about Genesys' approach to responsible AI practices during the interview.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.