Principal Agentic AI Solutions Architect

This role drives enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale.

Location: Canada

Salary: $136,100.00 - $178,600.00

Responsibilities

• Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency
• Translate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfaction
• Design reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systems
• Drive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realization
• Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalability
• Optimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impact
• Influence enterprise AI strategy by advising on platform evolution, integration approaches, and long-term transformation roadmaps
• Champion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standards

Requirements

• 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments
• Strong expertise in cloud platforms such as AWS, Azure, or GCP, with hands-on experience in distributed systems and integrations
• Proven experience designing and implementing API-driven and event-based architectures using REST, JSON, and modern integration patterns
• Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
• Experience working with conversational AI, NLP, or AI-driven customer experience platforms
• Strong stakeholder engagement skills, including experience working with senior executives and cross-functional teams
• Ability to operate independently in complex, fast-moving environments with high ambiguity
• Solid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deployments

Benefits

• Comprehensive extended group health coverage
• Generous paid time off, including vacation and personal leave
• Retirement savings program with employer RRSP matching up to a prescribed maximum amount
• Family-friendly benefits, including parental leave top-up and adoption assistance
• Growth and development opportunities through access to learning resources and internal mobility programs