Senior Solution Architect, AI & Platform

🔥 9 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ 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

• Lead technical discovery, architecture, whiteboarding, customized demonstrations, trial engagements, and value assessments for complex enterprise opportunities • Own end-to-end enterprise voice architecture across SIP trunking, WebRTC, Session Border Controllers, media paths, codec strategy, transcoding, failover, and carrier interconnect • Drive network architecture decisions across OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts • Architect VDI and AWS solutions using EC2, Lambda, and EventBridge • Design API and integration architectures using RESTful APIs, webhooks, event-driven patterns, authentication, and error handling • Architect production-ready AI solutions combining LLMs, deterministic workflows, tools, orchestration, human handoffs, and fallback strategies • Design scalable RAG and enterprise knowledge architectures • Establish AI evaluation and observability frameworks covering accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and cost • Engineer contextual experiences using real-time customer data, interaction history, and conversation state • Connect Genesys Cloud AI capabilities with MCP and A2A interoperability approaches to practical enterprise use cases • Influence product direction through field insights, product guidance, engineering collaboration, and beta testing • Scale technical capability across Solution Consulting, partners, and account teams through blueprints, accelerators, workshops, training, and escalation support • Represent Genesys at industry events and support RFI/RFP and contracting activities • Partner with account teams, customers, Professional Services, Product Management, and Engineering from technical discovery through validation and production pilots

🎯 Requirements

• Deep hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration • Strong background in OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts governing real-time media performance • Demonstrated experience architecting and supporting VDI environments for contact center and remote-agent populations • Strong AWS architecture expertise, including EC2, Lambda, and EventBridge • Deep experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise system integration • Demonstrated ability to make and defend architectural tradeoffs across security, reliability, scalability, latency, cost, and enterprise requirements • Proven ability to communicate complex architecture decisions to technical, sales, and executive stakeholders • Ability and willingness to travel approximately 50% of the time • 7+ years of relevant technical experience, including 5+ years in solutions engineering, technical presales, or technical services • Bachelor's degree in Electrical Engineering, Computer Science, or a related field • Hands-on experience architecting enterprise AI solutions across machine learning, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI • Demonstrated architectural judgment across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk • Experience designing real-time enterprise systems with secure data access, reliability controls, fallback paths, and failure handling • Proficiency with AI-assisted development tools such as Cursor, OpenAI Codex, Kiro, or comparable platforms • Proven ability to deliver compelling technical demonstrations and presentations • Strong executive communication and presence, with experience influencing CIO, CTO, and other senior technical stakeholders • Contact center industry experience strongly preferred

🏖️ Benefits

• 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

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