Principal AI Solutions Architect, Customer Success
About The Position
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. This role shapes how enterprises adopt and scale AI to transform customer experience outcomes across Genesys Cloud. You will operate as a strategic and technical leader, translating complex business challenges into AI-driven solutions that improve customer engagement, operational efficiency, and measurable performance. At Genesys, we are redefining customer experience through empathy and AI innovation, helping organizations deliver more human, connected interactions at global scale. You will own the end-to-end lifecycle of Agentic AI orchestration, from discovery through continuous optimization, directly influencing enterprise AI strategy and execution. Partnering with senior stakeholders, you will align AI initiatives to business KPIs, ensuring every solution delivers tangible impact such as improved containment, reduced cost to serve, or increased customer satisfaction. Your work will help organizations move beyond experimentation into sustained, enterprise-wide transformation. This role offers exposure to advanced AI capabilities, including virtual agents, copilots, and orchestration frameworks, within complex, multi-system environments. You will collaborate across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization.
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, including experience with distributed architectures
- Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems
- Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
- Experience working with conversational AI, NLP, or AI-powered customer experience platforms
- Strong stakeholder engagement skills, including experience working with executive-level audiences
- Ability to operate independently in fast-paced, ambiguous environments
- Solid understanding of data governance, security, and compliance frameworks
Nice To Haves
- Experience with Genesys Cloud or other contact center platforms
- Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks
- Experience with customer journey mapping and omnichannel experience design
- Background in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
- Experience supporting large-scale digital transformation or enterprise AI adoption initiatives
Responsibilities
- Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance
- Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI
- Design integration patterns and data flows that enable seamless orchestration across channels, platforms, and enterprise systems
- Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes
- Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities, enabling faster time to value and scalable production deployment
- Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact
- Influence customer AI strategies by advising on architecture, platform capabilities, and long-term transformation roadmaps
- Champion responsible AI practices, ensuring compliance with security, privacy, and regulatory standards such as HIPAA and PCI
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
