Genesys AI & Telephony Solution Architect - Remote

Overview

A company leader in the insurance sector is accelerating a global AI transformation within the Customer Service & Telephony ecosystem. The role focuses on designing, implementing, and optimizing Genesys-based contact center solutions enhanced with AI capabilities.

In Short

• Lead initiatives to design and deploy new AI modules and voice bots.
• Collaborate with stakeholders to assess contact center needs.
• Define and optimize contact routing logic and IVR flows.
• Integrate Genesys with telephony infrastructure and CRM platforms.
• Guide entities on best practices for AI adoption.
• Support deployment of chatbots and machine learning models.
• Ensure compliance with security and regulatory requirements.
• Monitor system performance and analyze metrics.
• Conduct training and knowledge transfer to strengthen local capabilities.
• Work in a hybrid or fully remote setup with occasional office visits.

Requirements

• Proven experience with Genesys and AI-enabled customer engagement solutions.
• Strong background in global contact center transformation projects.
• Deep understanding of telephony architecture and omnichannel processes.
• Expertise in AI technologies: chatbots, NLP, predictive routing.
• Experience integrating Genesys with CRM systems and cloud AI services.
• Ability to collaborate with stakeholders and provide strategic guidance.
• Senior-level autonomy in Genesys/AI expertise.
• Degree in Computer Science or related field.
• Relevant certifications in Genesys or AI/ML are a plus.

Benefits

• Opportunity to work on cutting-edge AI projects.
• Flexible work environment with hybrid and remote options.
• Engagement with international teams across multiple entities.
• Potential for contract extension beyond initial 6 months.
• Professional growth and knowledge transfer opportunities.