Principal AI Solutions Architect, Customer Success

Genesys • Raleigh, NC

6d • $134,300 - $236,100 • Remote

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.

The Principal AI Solutions Architect helps strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption. Supporting the newly launched Agentic AI Orchestration program, this role combines hands-on architecture and rapid prototyping with executive-level customer engagement, technical leadership, and ownership of measurable outcomes. You will partner directly with customer business and technology leaders to identify high-value opportunities, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, conversational AI, automation, data, and enterprise integrations. The role owns the technical journey from discovery and architecture through proof of concept, production deployment, optimization, and expansion.
At Genesys, collaboration, empathy, and innovation shape how we help organizations orchestrate personalized experiences at scale. You will gain strategic enterprise AI exposure and senior leadership visibility, while influencing initiatives across Customer Success, Product, Innovation, Solution Consulting, Professional Services, and Support.

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

Nice To Haves

• Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments
• Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation
• Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions
• Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks
• Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector

Responsibilities

• Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value
• 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, helping customers move from experimentation to production and sustained value realization
• Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration across enterprise platforms
• Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences 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, with clear paths to production scalability and enterprise adoption
• Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems using REST APIs, event-driven architectures, JSON, and LLM services
• Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact
• Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed
• Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls, including PCI and HIPAA requirements 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 with greater self-sufficiency

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

What This Job Offers

• Job Type: Full-time
• Career Level: Principal