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Lead enterprise AI transformation by advising customers, designing agentic AI architectures, delivering rapid POCs, integrating CX/CRM systems, building evaluation and automated evaluation pipelines, and scaling responsible AI solutions while mentoring teams and codifying reusable frameworks.

The AI Architect at Genesys will bridge AI product management and customer teams, driving growth, technical demonstrations, and AI integration while influencing decision-makers.

Build and manage strategic relationships with Technology Solutions Distributor partners, drive regional pipeline and bookings, recruit and develop high-performing partners, support demand generation and account mapping, and align partners with Genesys sales teams. The role requires partner coaching, opportunity qualification, forecasting, cross-functional collaboration, and accountability for monthly, quarterly, and annual revenue goals. Travel of up to 50% is required for conferences, events, and partner engagement.

Supports Customer Success finance through renewal, retention, pipeline, ARR, and SaaS-metric analysis. Leads renewal target planning, Technical Account Manager program P&L visibility, executive reporting, and strategic recommendations. Partners with Finance and Customer Success leaders on resource allocation and retention strategies while improving reporting through AI tools, automation, and analytics. Owns a finance web portal and translates complex financial and operational data into actionable insights.

Own the professional services sales cycle for mid-market customers, including solution shaping, proposals, statements of work, pricing, deal closure, and account expansion. Partner with account executives, delivery, product, and leadership teams to align services with customer outcomes, platform adoption, AI expansion, and transformation goals. Build customer relationships, manage concurrent opportunities, and position services within the CCaaS and UCaaS ecosystem.

Lead enterprise-scale ServiceNow platform engineering across ITSM, ITOM, ITAM, CSM, CMDB, integrations, automation, and AI capabilities. Own complex technical designs, engineering standards, platform governance, performance, security, reliability, and critical incident response. Drive integrations, SDLC, DevOps, CI/CD, automated testing, and responsible AI adoption. Partner with architects, security teams, product owners, and senior stakeholders while mentoring engineers and guiding multi-stream initiatives.

Architect production-ready AI systems for enterprise customer experience use cases, including LLMs, RAG, agentic workflows, integrations, observability, governance, and real-time personalization. Lead presales discovery, demonstrations, prototypes, pilots, and technical solution design with sales, customers, Professional Services, Product, and Engineering. Influence executive stakeholders, develop reusable enablement assets, and translate customer insights into product and go-to-market direction.

Lead enterprise sales growth for Genesys Cloud CX in Malaysia by owning named accounts and pipeline, acquiring new logos, expanding existing accounts, driving upsell/renewals, engaging C-level stakeholders, managing complex multi-stakeholder deals using MEDDPICC, and coordinating presales, partners and internal teams.

Lead and scale Genesys' APAC CX Advisory practice: set regional strategy and operating model, build a high-performing team, advise C-level customers on AI-enabled CX transformation, drive regional commercial growth, establish governance and methodologies, and collaborate cross-functionally to deliver measurable customer and business outcomes.

Lead design, build, and scaling of Agentic AI and industry-specific solution accelerators on Genesys Cloud. Develop reusable multi-agent workflows, RAG-based knowledge orchestration, integrations with enterprise systems, prototypes, and production-grade AI applications. Provide technical leadership, mentor engineers, collaborate with product and industry SMEs, and deliver repeatable solution blueprints to accelerate deployment and time-to-value.