Job Summary :

Join our Customer Service and Genesys practice to lead the design and delivery of next-generation AI-powered Customer Service and Contact Center solutions using Genesys Cloud CX. The role focuses on designing scalable Agentic Virtual Agent, Virtual Agent, AI Guides, Conversational AI, and intelligent workflow orchestration solutions for various industries while driving thought leadership and innovation across the Genesys practice.

Roles and Responsibilities :

- Agentic AI Solution Architecture : Own end-to-end solution architecture for Genesys Cloud Agentic Virtual Agent and Virtual Agent solutions.

- Use Case Assessment : Evaluate customer journeys and determine the appropriate use of deterministic automation, Conversational AI, Generative AI or Agentic AI.

- Conversational Design : Define conversational journeys, intents, entities, prompts, context handling, decision logic and escalation strategies.

- Agentic Workflow Design : Design AI agents capable of understanding customer goals and executing multi-step workflows across enterprise systems.

- Enterprise Integration : Architect integrations with CRM, billing, order management, identity, case management and other backend systems.

- Knowledge Integration : Design knowledge-driven conversational experiences using Genesys Cloud Knowledge and enterprise information sources.

- Context Management : Define strategies for maintaining customer and business context across complex journeys.

- Guardrails & Controls : Establish validation rules, action boundaries and business controls for AI-driven execution.

- Human-in-the-Loop : Design approval and escalation mechanisms for complex or high-risk customer interactions.

- Fallback Strategy : Define robust error recovery, low-confidence handling and assisted-service escalation.

- Solution Design : Develop and review High-Level Design, Low-Level Design, architecture diagrams, sequence diagrams and integration specifications.

- Client Workshops : Lead discovery, requirements and solution-design workshops with business and technology stakeholders.

- Client Advisory : Advise clients on Genesys Cloud AI capabilities, architectural options and implementation approaches.

- Technical Governance : Review designs, configurations, integrations and implementation quality across delivery teams.

- Risk Management : Identify and manage architecture, integration, security and delivery risks.

- Analytics Framework : Define KPIs for containment, task completion, intent accuracy, fallback, transfer and customer experience.

- Optimization : Analyze interaction insights and identify improvements across prompts, intents, flows, knowledge and integrations.

- Continuous Improvement : Develop roadmaps to increase self-service adoption and automation effectiveness.

- Stakeholder Management : Collaborate with enterprise architects, product teams, security teams, API teams and Customer Service leadership.

- Production Governance : Support release management, production stabilization and complex issue resolution.

Tech Stack & Skills :

- Must Have : Genesys Cloud CX, Agentic Virtual Agent (AVA), Genesys Cloud Virtual Agent, Conversational AI, AI Guides, Data Actions, REST APIs, Workflow Orchestration, Solution Architecture, Contact Center Transformation, Client Stakeholder Management.

- Good to Have : Genesys Cloud Knowledge, Generative AI, LLM-based Applications, Prompt Engineering, Agent Copilot / Agent Assist, API Management, Salesforce, ServiceNow, Microsoft Dynamics, Event-driven Architecture, AWS / Azure / Google Cloud, Responsible AI and Enterprise AI Governance.

Qualification :

- Experience : 8 - 12 years in Contact Center / Customer Experience technologies, with strong experience in Genesys Cloud architecture and implementation.

- Education : MBA, Bachelor's degree in Engineering, Computer Science, Information Technology or a related discipline.