Principal AI Solutions Architect, Customer Success

Genesys • Virtual Office (Texas), IN

1d • $134,300 - $236,100

About The Position

The Principal AI Solutions Architect helps strategic customers turn AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption. Supporting the Agentic AI Orchestration program, this role combines hands-on architecture and rapid prototyping with executive-level customer engagement, technical leadership, and accountability for measurable outcomes.

The architect partners with customer business and technology leaders to identify valuable opportunities, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic and 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. It also collaborates across Customer Success, Product, Innovation, Solution Consulting, Professional Services, and Support, while championing responsible AI practices and helping customers develop the knowledge to operate and expand their solutions.

Requirements

• At least 10 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, including the 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.
• 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 business challenges and customer experience KPIs into scalable AI solutions with measurable value.
• Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel customer experience.
• Prioritize AI initiatives by 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 to improve customer journeys, streamline workflows, and create consistent digital and voice experiences.
• Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities, with 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 delivery ecosystem by engaging teams in Innovation, Solution Consulting, Professional Services, Product, Customer Success, and Support.
• Champion responsible AI architecture through appropriate security, privacy, governance, safety, and compliance controls, including PCI and HIPAA requirements where applicable.
• Build customer AI maturity as a trusted technical advisor by transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions more independently.

Benefits

• Medical, dental, and vision insurance.
• Telehealth coverage.
• Flexible work schedules and work-from-home opportunities.
• Development and career growth opportunities.
• 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.
• Mentorship, learning programs, leadership development, and education support.

What This Job Offers

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