Partner Solutions & Innovation Architect

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Partner Solutions & Innovation Architect works closely with Genesys’ most strategic partners to design, develop, and implement reusable reference architectures and accelerators that support Genesys’ go-to-market strategy. This role is pivotal in building assets that leverage the strengths of these partners, allowing them to demonstrate the value of their solutions in combination with Genesys Cloud CX and Genesys AI use cases. Additionally, the Partner Architect mentors the Partner Solution Consultant team and acts as a technical escalation point for complex technical issues.

Key Responsibilities:

• Develop Reference Architectures: Collaborate with Strategic and Global System Integration (GSI) partners to build and document reusable reference architectures that align with Genesys and partner solutions. This includes Joint Solution Co-Creation whereby you will work to co-create solutions with partners. This involves defining technical integrations and ensuring alignment between Genesys’ and the partner's technology stacks. These architectures will highlight the niche areas where partners excel and how they can complement Genesys solutions.  Ensuring these partners understand the Genesys AI value and where it fits within the GSI’s reference architectures and vice versa is key to the role.
• Accelerators and Blueprints: Lead the creation of Genesys Blueprints and Accelerators that partners can leverage to accelerate their deployment of Genesys Cloud solutions. These assets should be adaptable and scalable for different use cases and industries.
• Partner Development Labs: Work with Strategic Technology Partners and GSI Partners to build, refine, and optimize their Genesys Cloud development labs with a focus on AI. These labs will serve as the foundation for joint innovation, ensuring that both Genesys and partner teams can continuously iterate on solutions and use cases.  This includes leading and facilitating remote and in person workshops educating and empowering Partners on the Genesys unique value proposition, roadmaps to help generate pipeline, helping them to be more self-sufficient and drive Genesys Cloud and AI adoption.
• Technical Escalation: Serve as a technical escalation point for difficult or complex integration issues that arise during partner Pre-Sales cycles. Provide advanced troubleshooting and solution development to resolve roadblocks effectively.
• Presentations and Workshops: Lead partner-facing workshops, architectural discussions, and whiteboarding sessions to align on solutions that demonstrate the joint value of Genesys and partner technologies.
• Thought Leadership and Best Practices: Stay current with industry and AI trends and act as a thought leader in designing and recommending best practices for cloud architectures and contact center technologies. Share insights both internally with Genesys teams and externally with partners.
• Drive Innovation: Continuously contributes to Genesys innovation by testing new Genesys AI solutions, providing feedback to product teams, and contributing to the overall enhancement of Genesys Cloud capabilities through partner integration.
• Technical Field Readiness Assistance: Work with GSI partners, Genesys Product Management, Genesys Product Marketing, and Genesys Enablement teams to assist with technical field readiness.  This may involve building assets, shared demo environments, videos, and assisting with RFx’s.
   

Qualifications:

• 5 years in a solutions engineering, technical architecture, and/or administration role, particularly in partner ecosystems or solution integration.
• Deep understanding of Genesys Cloud, Generative and Agentic AI, and contact center technologies.
• GenAI Prompt Engineering, Retrieval Augmented Generation (RAG), Chain of thought – COT 
• Experience creating reusable technical assets such as blueprints, accelerators, and reference architectures, and AI Webinar series.
• Demonstrated ability to collaborate effectively with partners, Product Management, and internal engineering teams to deliver high-quality, scalable solutions.
• Excellent presentation skills with the ability to articulate complex technical solutions to both technical and non-technical audiences, including C-level stakeholders.
• Proven ability to develop and maintain strong relationships with GSI partners and customers, acting as a trusted advisor for joint solution development.
• Experience documenting technical artifacts (including storyboards, demos narratives, use cases) and building presentations promoting and explaining the created assets
• Mastery of Excel and PowerPoint.
• Travel: Willingness to travel approximately 50% of the time to support partner engagements and events in LATAM and Globally.
• Fluency in Spanish and English is required.

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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.

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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.

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