Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

The Principal, AI Strategy & Automation Architect is a senior technical-strategic role responsible for designing and building the automation, data, and prototype capabilities that enable the NACS AI Strategy Team to scale its impact.

This role bridges AI strategy, technical architecture, data engineering, automation, and practical prototyping. The Architect will help transform outcome-led AI methodologies into reusable tools, accelerators, technical patterns, lightweight applications, data workflows, and decision-support assets that improve how internal teams shape, measure, and execute AI strategies.

This is not a Product, Sales, or traditional software delivery role. The Architect does not own product roadmap, quota, or production implementation delivery. Instead, this individual supports strategic enablement by building practical internal accelerators, proof-of-concept tools, data automation workflows, and technical advisory assets that help teams evaluate AI opportunities, assess readiness, understand feasibility, measure outcomes, and improve consistency across engagements.

The ideal candidate is a hands-on technical builder with strong business context — someone who can work with ambiguity, understand customer experience and AI strategy, and rapidly turn concepts into usable tools, prototypes, automations, and analytical assets.

Key Responsibilities:

Strategy-Aligned Technical Enablement

• Partner with AI strategy, analytics, advisory, and delivery teams to translate outcome-led AI methods into scalable technical assets.
• Design and build practical tools that support AI opportunity mapping, KPI alignment, readiness assessment, value realization, health checks, journey analysis, and outcome measurement.
• Support complex customer and internal scenarios by assessing technical feasibility, data availability, integration considerations, and automation opportunities.
• Translate ambiguous strategic needs into working prototypes, data workflows, proof-of-concept applications, and reusable technical patterns.
• Help internal teams move from manual, one-off analysis toward repeatable, scalable, and automated methods.

Automation, Tooling, and Prototyping

• Build internal accelerators, lightweight applications, scripts, dashboards, data workflows, and automation assets that improve team efficiency and consistency.
• Develop prototypes that demonstrate how AI strategy, measurement, and operational data can be connected to actionable recommendations.
• Create reusable automation patterns for customer health checks, KPI tree generation, value realization scorecards, readiness assessments, use case prioritization, and engagement preparation.
• Design tools that help teams synthesize customer context, operational performance, AI adoption data, digital journey friction, and business goals into practical strategic recommendations.
• Use AI-assisted development, LLMs, APIs, automation frameworks, and data tools to improve speed, quality, and repeatability of strategic engagements.

Data and Technical Architecture

• Work with Genesys Cloud data, APIs, analytics exports, conversation data, queue/routing metrics, bot and flow data, digital engagement data, and related operational datasets.
• Design repeatable data models and workflows that support outcome measurement, baseline analysis, adoption tracking, performance diagnostics, and optimization recommendations.
• Partner with strategy and analytics leads to turn KPI frameworks and value models into scalable technical tools.
• Assess data quality, reporting maturity, integration constraints, and technical readiness as part of AI strategy and value realization engagements.
• Identify where automation, data engineering, or technical design can reduce manual effort and improve consistency across internal teams.

AI and Automation Innovation

• Evaluate practical uses of AI, automation, analytics, and orchestration to improve strategic engagement delivery and internal enablement.
• Prototype AI-supported workflows for research, synthesis, discovery, KPI mapping, technical assessment, documentation generation, and recommendation development.
• Develop reusable technical patterns that help internal teams responsibly apply AI to customer strategy, advisory, and measurement work.
• Stay current on relevant AI, automation, API, data, and analytics trends, with a focus on practical application rather than hype.
• Provide technical thought leadership on how AI strategy can be supported by data, automation, and reusable tools.

Methodology and Practice Development

• Contribute to the technical foundation of the AI Outcomes methodology, including outcome intelligence, applied AI, and outcome engineering.
• Create technical playbooks, reference architectures, prototype patterns, reusable code assets, automation templates, and enablement materials.
• Help define how strategic assessments, value realization models, health checks, and outcome frameworks can be operationalized through tooling.
• Partner with the Principal, AI Strategy & Analytics to ensure measurement methods can be supported by practical data workflows and automation.
• Mentor internal teams on technical feasibility, data usage, automation opportunities, AI-assisted workflows, and responsible prototyping.

Cross-Functional Partnership

• Partner with Professional Services, Customer Experience Advisory, Technical Account Managers, Customer Success leadership, and related teams to provide technical acceleration for strategic initiatives.

• Support high-priority customer scenarios by helping teams understand what is technically possible, what data is available, and what automation or measurement approaches may be practical.

• Collaborate with execution teams to ensure strategic recommendations are grounded in platform realities, data constraints, and implementation feasibility.

• Create internal tools and assets that help teams execute more effectively without replacing delivery ownership.

Required Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Data Science, Information Systems, Analytics, Mathematics, or a related technical field, or equivalent practical experience.
• 10+ years of experience in technical architecture, solutions engineering, data engineering, automation, analytics engineering, AI solutions, SaaS platforms, customer experience technology, or related fields.
• Strong hands-on development experience with languages and tools such as Python, SQL, JavaScript, APIs, cloud services, automation platforms, BI tools, or related technologies.
• Experience building prototypes, internal tools, technical accelerators, dashboards, data workflows, scripts, or lightweight applications.
• Strong understanding of APIs, data integration, analytics data, automation patterns, and technical solution design.
• Ability to work with ambiguous business problems and convert them into practical technical approaches.
• Understanding of AI, automation, LLMs, analytics, data workflows, and customer experience technology.
• Ability to communicate technical concepts clearly to business, advisory, and executive audiences.
• Proven ability to partner across strategy, technical, advisory, and delivery teams.
• Strong judgment around when to prototype, when to automate, when to simplify, and when to recommend a more formal delivery path.

Preferred Qualifications:

• Experience with Genesys Cloud APIs, analytics, digital channels, routing, bots, conversational AI, knowledge, predictive engagement, predictive routing, agent assist, or workforce engagement capabilities.
• Experience in contact center, CCaaS, SaaS, customer experience, AI, automation, or digital transformation environments.
• Experience with cloud platforms, data pipelines, reporting systems, BI platforms, or analytics engineering.
• Experience using LLMs or AI-assisted development tools to build internal accelerators, decision-support tools, or workflow automations.
• Experience designing technical proof-of-concepts that support strategy, advisory, or transformation work.
• Experience with operational metrics such as containment, AHT, FCR, transfer rate, escalation rate, abandon rate, service level, agent utilization, digital conversion, self-service performance, and adoption metrics.
• Ability to create polished but practical tools that can be used by non-technical internal teams.

What Makes This Role Different:

This is not a traditional developer, product manager, sales engineer, or implementation architect role. The Principal, AI Strategy & Automation Architect is a technical accelerator for outcome-led AI strategy. This individual helps the team answer five critical questions:

• What can we automate so the team can scale?
• What data can we use to make the strategy measurable?
• What technical patterns can make engagements more repeatable?
• What prototypes can help teams understand feasibility and value?
• How do we turn strategy into practical tools without becoming a product or delivery organization?

Success in this role is measured by the ability to create reusable technical assets, reduce manual effort, improve strategic consistency, accelerate analysis, and help internal teams connect AI strategy to practical execution guidance.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

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

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.