Principal AI Solutions Architect, Customer Success

🕒 Agosto 4

🏄 California, Massachusetts, +2 estados a mais – Remoto

🏄 California – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $135.600 - $238.600 / ano

⏰ Tempo Integral

🔴 Especialista

💻 Engenheiro de Soluções

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Genesys

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1990

💼 Consultoria

🏥 Saúde

🛡️ Seguros

Consulting • Healthcare • Insurance

A Genesys é uma provedora líder de soluções de orquestração de experiências impulsionadas por IA, projetadas para entregar experiências personalizadas em escala. Suas ofertas incluem software completo de contact center, soluções de gestão de engajamento da força de trabalho (WEM) e uma plataforma aberta com arquitetura em nuvem. As plataformas Genesys Cloud CX e EX otimizam as experiências de clientes e colaboradores por meio de automação inteligente e IA integrada, permitindo engajamento contínuo em qualquer canal. Com foco em diversos setores, incluindo serviços financeiros, saúde, varejo, seguros e governo, a Genesys ajuda as organizações a transformar o cenário de interações com clientes e colaboradores. Além disso, o AppFoundry Marketplace oferece aplicativos pré-integrados para ampliar as funcionalidades da plataforma.

Descrição

• Manage project initiatives of strategic importance to the organization • Participate in customer workshops and design digital bot flows using Genesys products and design best practices • Design, develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents • Create accurate development effort estimates with team managers and Professional Services project or regional managers • Drive user story creation and ownership for SS&AI-owned IVR, routing and bot epics with the Product Owner and Scrum Master • Lead SS&AI team delivery • Present and demonstrate proposed digital bot solutions • Perform knowledge transfer of delivered solutions • Create and execute test scripts for call flows and other logic • Leverage Genesys tools, logs and reporting to provide UAT and QA support • Communicate within the global community across cultural, language and time-zone variations • Adjust working hours to match customer and team interactions • Provide feedback to Product about API, product, documentation and architecture issues • Provide customer technical consulting on key deliverables, outcomes, coding best practices and deployments • Support end-to-end delivery including software development, architecture design, integration consulting, Agile leadership, customer training and team education

🎯 Requisitos

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred • 10+ years of experience with commercial Digital CCaaS applications, Routing, Bots and development experience in appropriate development tools • Experience with advanced speech recognition engines • Additional computer languages such as PHP, Java or C# is a plus • 6+ years of experience working with digital and/or voice bots on platforms like Google Dialogflow and Amazon Lex • Webhook/fulfillment experience and development skills • Must be able to work US hours • Demonstrated understanding of and experience with generative and agentic AI tools • Demonstrated experience in a customer-facing role, handling difficult customer situations and serving as a thought leader for effective client consulting • Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR and operational diagnostics • Ability to work independently on routine duties or projects with general instructions • Ability to take initiative and help define and create new product features • Solid analytical programming and problem-solving skills • Excellent verbal and writing skills; ability to effectively interact with clients in English is a must • Ability to effectively understand and consult with clients and partners in a high-paced environment and flexible schedules • Willingness to travel • Desirable: experience designing, developing and supporting agentic AI bots, including autonomous decision-making, tool integration, workflow orchestration, memory management, prompt engineering and LLM-based conversational AI • Practical experience developing and deploying Genesys solutions with Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation • Experience with Google Dialogflow and Amazon Lex • Genesys GCP or AWS certification • Bot and intent tuning

🏖️ Benefícios

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • 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