AI & Innovation Architect

Overview

Join to apply for the AI & Innovation Architect role at Genesys .

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for 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 globally who embrace empathy and collaboration. Join the team and create the future of customer experience together.

Job Summary: The AI & Innovation Architect will lead the design, development, and implementation of artificial intelligence solutions and emerging technology initiatives across the LATAM organization. This role drives digital transformation by identifying opportunities to apply AI, automation, and other advanced technologies to enhance business processes, elevate customer experience, and deliver measurable value to our clients.

At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Join our global team redefining how companies connect with their customers.

Responsibilities

• Lead the design and delivery of AI and innovation-focused solutions, ensuring alignment with business objectives and enterprise architecture standards
• Evaluate, recommend, and implement emerging technologies to support digital transformation initiatives
• Collaborate with cross-functional stakeholders such as Solutions Consultants, Account Executives, Customer Success Managers, and Partner Managers to define requirements, build business cases, and ensure successful AI solution adoption
• Oversee proof-of-concept development, prototyping, and transition to scalable production environments
• Ensure compliance with data governance, security, and regulatory standards in all AI/innovation initiatives
• Establish and maintain technical frameworks, standards, and best practices for AI solution development and deployment
• Provide technical leadership to engineering and product teams on AI adoption and integration
• Manage relationships with technology partners and research institutions to support innovation objectives
• Monitor industry trends and assess their relevance to LATAM's strategic priorities

Minimum Requirements

• 10+ years of professional experience in technology architecture, AI/ML, or related fields
• Proven experience designing, developing, and deploying enterprise-scale AI or machine learning solutions
• Proficiency in AWS and modern data/AI technologies
• Strong knowledge of machine learning, natural language processing, and generative AI techniques
• Solid understanding of data security, governance, and compliance requirements
• Demonstrated ability to lead cross-functional projects in complex environments
• Excellent analytical and problem-solving skills with actionable recommendation capabilities
• Excellent written and verbal communication skills, fluent in Portuguese, Spanish, and English
• Bachelor's degree in Computer Science, Engineering, or related field; Master's preferred

Preferred Qualifications

• Familiarity with design thinking, agile methodologies, and innovation frameworks
• Experience in automation technologies (e.g., RPA, intelligent workflows) and Agentic AI solutions
• Knowledge of ethical and responsible AI practices applied to CX/EX
• Experience working with external stakeholders including vendors, partners, and industry associations
• Demonstrated record of professional contributions such as publications or conference presentations in AI and emerging tech

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. To learn more, visit

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Equal Opportunity

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Design, Art/Creative, and Information Technology
• Industries: IT Services and IT Consulting and Software Development

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