AI Architect Contact Center (Genesys & Agentic AI) - Seattle, WA [hybrid - FullTime

Solutions Architect / AI Architect Contact Center (Genesys & Agentic AI)

Seattle, WA

Full Time

Job Summary

We are seeking an experienced Solutions Architect / AI Architect specializing in Contact Center implementations, with strong expertise in Genesys platforms and Agentic AI solutions. The ideal candidate will design, architect, and lead intelligent contact center transformations by integrating conversational AI, autonomous agents, and cloud-based customer engagement platforms to deliver scalable, high-performance customer experiences.

Key Responsibilities

• Design end-to-end Contact Center architectures using Genesys (Cloud / Engage / CX) platforms
• Architect and implement Agentic AI solutions including autonomous agents, AI orchestration, and multi-agent workflows
• Lead AI-driven customer experience (CX) initiatives including voice bots, chatbots, and intelligent routing
• Integrate LLMs, NLP, speech-to-text, text-to-speech, and sentiment analysis into contact center solutions
• Collaborate with business stakeholders to translate CX requirements into scalable technical designs
• Define AI governance, security, scalability, and performance best practices
• Guide development teams through architecture, implementation, and deployment phases
• Support pre-sales activities including solution design, demos, and technical proposals
• Ensure seamless integration with CRM, ticketing, analytics, and enterprise systems
• Drive innovation by evaluating emerging AI and CX technologies

Required Skills & Qualifications

• Good years of experience in Contact Center / CX Solutions Architecture
• Strong hands-on experience with Genesys Cloud, Genesys Engage, or Genesys CX
• Proven experience designing and deploying AI-powered contact center solutions
• Strong knowledge of Agentic AI concepts (autonomous agents, orchestration, decision-making systems)
• Experience with Conversational AI, Chatbots, Voice Bots, and Virtual Assistants
• Hands-on exposure to LLMs (OpenAI, Azure OpenAI, Anthropic, etc.)
• Solid understanding of cloud platforms (AWS, Azure, or Google Cloud Platform)
• Experience with APIs, microservices, event-driven architectures
• Strong communication skills and ability to work with cross-functional teams