Principal AI Solutions Architect, Customer Success
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Job Description
Principal AI Solutions Architect helping Genesys customers deploy enterprise AI-powered customer experiences. Designing, prototyping, and scaling Genesys Cloud, agentic AI, and enterprise integrations.
Responsibilities:
- Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions
- Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX
- Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential
- Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration
- Lead process redesign and architecture workshops to improve customer journeys and streamline workflows across digital and voice channels
- Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities
- Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems
- Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps
- Influence technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams
- Champion responsible AI architecture with security, privacy, governance, safety, and compliance controls, including PCI and HIPAA where applicable
- Build customer AI maturity by serving as a trusted technical advisor, transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions
Requirements:
- 8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms
- Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments
- Strong hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies
- Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration
- Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration
- Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns
- Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments
- Strong analytical and critical-thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs
- Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams
- Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments
- Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery
- Preferred: Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments
- Preferred: Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation
- Preferred: Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions
- Preferred: Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks
- Preferred: Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector
Benefits:
- Medical, Dental, and Vision Insurance
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
- Mentorship, learning programs, leadership development and education support
- Paid volunteer time
- August Free Fridays
- Well-being resources and regionally tailored programs for employees and their families
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