Technology Consulting Expert

Genesys•Virtual Office (Texas), IN

1d•$134,300 - $236,100

About The Position

Genesys is seeking a Principal AI Solutions Architect, Customer Success to lead AI-powered customer experience transformation for large enterprise organizations. The role serves as a strategic advisor, enterprise architect, and transformation leader, partnering with C-suite executives, business leaders, enterprise architects, and technical stakeholders to define AI strategies, design scalable solutions, and guide customers from experimentation through enterprise adoption and ongoing innovation. The position helps shape customer transformation roadmaps, informs Genesys AI strategy through market and customer insights, and develops repeatable frameworks for successful AI adoption. The role combines executive advisory, solution architecture, and technical leadership across Agentic AI, experience orchestration, automation, and data-driven customer engagement. It includes leading discovery and strategy engagements; defining architectures, integration patterns, governance, and operating models; and guiding enterprise initiatives from concept through production deployment and adoption. Solutions may span virtual agents, AI copilots, workforce engagement, knowledge management, customer journey orchestration, analytics, automation, and omnichannel customer experience, including integrations with enterprise platforms and third-party AI and LLM ecosystems. The position is accountable for executive-level outcomes and value realization, including KPI frameworks, continuous optimization, AI Centers of Excellence, and customer adoption. It also champions responsible AI, advises on risk and regulatory compliance, represents Genesys in customer and industry forums, and contributes customer and market insights to future product and AI strategy. The role offers flexible-first ways of working, including work-from-home opportunities.

Requirements

Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience.
At least 8 years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives.
At least 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 ability to operate 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.
Exceptional executive communication and stakeholder engagement skills, including the ability to influence C-suite executives and enterprise decision makers.
Strategic thinking and business acumen, with the ability to connect emerging AI technologies to measurable business outcomes.
Demonstrated success leading large-scale enterprise transformation programs across 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.
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 commercial and open-source AI ecosystems, including 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.

Nice To Haves

Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains.
Experience in Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals.

Responsibilities

Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration.
Lead enterprise discovery engagements to assess business objectives, operational challenges, customer experience gaps, and AI maturity.
Develop AI transformation roadmaps tied to customer priorities and measurable business outcomes; assess value, complexity, risk, and organizational readiness.
Facilitate executive workshops and strategy sessions on AI adoption, customer experience modernization, workforce transformation, and enterprise automation.
Establish value realization frameworks and governance models, and serve as a trusted advisor to customer executives.
Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.
Define enterprise reference architectures, integration patterns, governance frameworks, and operating models for AI-powered experience orchestration.
Lead design of complex solutions across Agentic AI, virtual agents, AI copilots, workforce engagement, knowledge management, customer journey orchestration, data and analytics, automation platforms, and omnichannel customer experience.
Establish reusable architectural patterns for use across customers, industries, and strategic initiatives.
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 customer design and implementation of solutions using 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 and ERP systems, data lakes and 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 cross-functional teams across Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.
Own executive-level accountability for post-deployment business outcomes and value realization.
Define KPI frameworks and success metrics for customer experience, operational efficiency, workforce productivity, and revenue growth.
Drive continuous optimization through data analysis, experimentation, and iterative AI improvement.
Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks to help customers scale AI innovation independently.
Develop reusable methodologies, accelerators, and best practices to improve delivery consistency and speed.
Identify opportunities for expansion, innovation, and long-term partnership growth through proactive engagement and thought leadership.
Champion responsible AI principles and governance; advise executives on AI risk management, 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 using customer feedback, industry trends, and emerging technology insights.

Benefits

Medical, dental, and vision insurance.
Telehealth coverage.
Flexible work schedules and work-from-home opportunities.
Development and career growth opportunities, including mentorship, learning programs, leadership development, and education support.
Open Time Off and 10 paid holidays.
401(k) matching program.
Adoption assistance.
Fertility treatments.
Paid volunteer time.
August Free Fridays.
Well-being resources and regionally tailored programs for employees and their families.