Principal AI Solutions Architect, Customer Success
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Job Description
Principal AI architect guiding Genesys customers from AI strategy through enterprise deployment. Designing responsible, scalable solutions for AI-powered customer experience orchestration.
Responsibilities:
- Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration
- Lead enterprise discovery engagements and assess business objectives, operational challenges, customer experience gaps, AI maturity, value, complexity, risk, and organizational readiness
- Develop AI transformation roadmaps aligned to customer priorities and measurable outcomes
- Facilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automation
- Establish value realization frameworks and governance models
- Serve as a trusted advisor to customer executives throughout AI transformation journeys
- Translate business objectives and customer experience goals into scalable AI-powered solutions
- Define enterprise reference architectures, integration patterns, governance frameworks, and operating models
- Lead design of solutions spanning Agentic AI, Virtual Agents, AI Copilots, Workforce Engagement, Knowledge Management, Customer Journey Orchestration, Data and Analytics, Automation Platforms, and Omnichannel Customer Experience
- Ensure solutions align with security, privacy, regulatory, and responsible AI requirements including GDPR, HIPAA, PCI, SOC2, and emerging AI governance standards
- Provide architectural leadership for multi-cloud and hybrid-cloud deployments across AWS, Azure, and Google Cloud
- Lead technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption
- Guide customers in implementing Genesys Cloud AI Studio, Agentic Virtual Agents, AI Copilots, Predictive Engagement, Journey Management, Knowledge Management, and third-party AI and LLM ecosystems
- Provide technical leadership for integrations involving CRM platforms, ERP systems, data lakes, data warehouses, knowledge platforms, enterprise applications, LLM providers, and workflow automation platforms
- Act as executive technical sponsor for strategic customer engagements and high-profile AI transformation initiatives
- Coordinate Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering teams
- Own executive-level accountability for business outcomes and value realization following deployment
- Define KPI frameworks and success metrics
- Drive continuous optimization through data-driven analysis, experimentation, and iterative AI improvement
- Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks
- Develop reusable methodologies, accelerators, and best practices
- Identify opportunities for expansion, innovation, and long-term partnership growth
- Champion responsible AI principles and governance frameworks
- Advise executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance
- Establish guardrails and operating standards for safe, scalable AI adoption
- Represent Genesys as a thought leader through industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiatives
- Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights
Requirements:
- Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience
- 8+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives
- 3+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs
- Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders
- Proven experience operating independently in highly complex and ambiguous environments
- Strong track record of delivering measurable business outcomes through technology transformation initiatives
- Experience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps
- Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation
- Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management
- Expert knowledge of AWS, Microsoft Azure, and Google Cloud Platform
- Strong experience with REST APIs, Event-Driven Architectures, Microservices, Integration Platforms, Enterprise Data Architectures, Data Pipelines, JSON, and AI Service Integration
- Experience integrating OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services
- Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics
- Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks
- Exceptional executive communication and stakeholder engagement skills
- Proven ability to influence C-suite executives and enterprise decision makers
- Strong strategic thinking and business acumen
- Demonstrated success leading large-scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains
- Ability to build trusted advisor relationships with executives, architects, operational leaders, and technical teams
- Experience mentoring senior consultants, architects, and transformation leaders
- Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains
- Experience across enterprise industries is highly desirable
Benefits:
- Medical, Dental, and Vision Insurance
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off
- 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
- Regionally tailored programs for employees and their families
- Commission or performance-based bonus opportunities may be available
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