Lead AI Solutions Architect

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $110.6k - $194.4k / year

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Design and develop prompts for Agentic Virtual Agents to drive reliable task completion and high-quality customer experiences • Structure prompts for grounding, tool and API usage, orchestration, and response consistency • Analyze failures in LLM-driven interactions and identify root causes across prompts, orchestration, data, and system behavior • Refine prompts to improve reliability, edge-case handling, task completion, and user experience • Evaluate end-to-end performance across NLU and LLM layers and implement data-driven optimizations • Establish and apply evaluation frameworks and test methodologies for continuous improvement of agentic systems • Design and build NLU models, including intents, entities, and utterances • Define scalable intent taxonomies and entity structures • Create and curate training data to improve model coverage, precision, and accuracy • Translate customer requirements and conversation patterns into conversational AI designs • Analyze production conversation logs for misclassifications, false positives, coverage gaps, and edge cases • Optimize post-launch NLU performance through training data, intent structure, and entity-recognition updates • Develop and execute scripts for NLU analysis, evaluation, and model improvements • Measure and track NLU performance using evaluation metrics, test sets, and production data • Communicate performance findings, recommendations, and measurable improvements to customers and internal stakeholders • Collaborate with engineering, product, customer-facing, and cross-functional teams

🎯 Requirements

• Master's degree in Computer Science, Data Science, Machine Learning, or a related technical field • 3 to 5 years of experience working with conversational AI, generative AI, NLU, NLP, or related language technologies • Python and Node.js experience for data preparation, analysis, evaluation, automation, and model tuning • Experience working with Genesys Cloud, another CCaaS platform, or a conversational AI platform • Hands-on experience developing, evaluating, or optimizing NLU models and LLM-based conversational experiences • Ability to analyze complex conversational AI performance issues and translate findings into actionable improvements • Ability to present technical findings, recommendations, and performance results clearly to customers and stakeholders • Ability to work independently while collaborating effectively with engineering, product, customer-facing, and other cross-functional teams • Hands-on experience with prompt engineering and evaluation techniques for LLM-powered or agentic AI systems • Experience analyzing production conversation data and improving post-launch conversational AI performance • Experience with evaluation frameworks, test-set development, experimentation, or performance measurement for AI systems • Professional communication in Spanish in addition to English

🏖️ Benefits

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