Principal AI Solutions Architect, Customer Success

Genesys • Virtual Office (Texas), IN

3d • $134,300 - $236,100

About The Position

Genesys is seeking a Principal AI Solutions Architect, Customer Success to lead enterprise AI-powered customer experience transformation. The role combines strategic advising, enterprise architecture, and transformation leadership, helping large organizations achieve measurable business outcomes through Agentic AI, Experience Orchestration, automation, and data-driven customer engagement. The architect partners with C-suite executives, business leaders, and technical stakeholders to define AI strategies, design scalable solutions, and guide customers from experimentation to enterprise-wide adoption and continuous innovation.

The role influences customer transformation roadmaps and Genesys AI strategy, and establishes repeatable frameworks for customer success. It leads executive discovery and strategic alignment; defines enterprise architectures, integrations, governance, and operating models; and guides AI initiatives from concept through production deployment and adoption. Solutions may span Agentic AI, virtual agents, copilots, workforce engagement, knowledge management, customer journey orchestration, data and analytics, automation, and omnichannel customer experience, including multi-cloud and hybrid-cloud deployments.

The position is accountable at the executive level for business outcomes and post-deployment value realization. It establishes KPI frameworks, drives continuous optimization, helps customers create AI Centers of Excellence and adoption frameworks, and develops reusable methodologies and accelerators. It also champions responsible AI and advises on governance, risk, security, privacy, explainability, and regulatory compliance. The successful candidate operates with significant autonomy, contributes thought leadership, and helps enterprises scale AI adoption.

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 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 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.
• Exceptional executive communication and stakeholder engagement skills, including ability to influence C-suite executives and enterprise decision makers.
• Strong strategic thinking and business acumen, with ability to connect emerging AI technologies to measurable business outcomes.
• 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.

Nice To Haves

• Experience across Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals is highly desirable.
• The role might be eligible for commission or performance-based bonus opportunities.

Responsibilities

• Partner with executives, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration.
• Lead enterprise discovery to assess business objectives, operational challenges, customer experience gaps, and AI maturity.
• Develop AI transformation roadmaps aligned with customer priorities and measurable business outcomes; assess value, complexity, risk, and 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 advise customer executives throughout their transformation journeys.
• 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 spanning Agentic AI, virtual agents, AI copilots, workforce engagement, knowledge management, journey orchestration, data and analytics, automation, and omnichannel customer experience.
• Establish reusable architectural patterns and ensure solutions align with security, privacy, regulatory, and responsible AI requirements.
• 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 implementation of Genesys and third-party AI solutions, including integrations with CRM, ERP, data, knowledge, enterprise application, LLM, 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 KPIs and success metrics for customer experience, operational efficiency, workforce productivity, and revenue growth.
• Drive continuous optimization using data 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 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 and advise executives on risk management, governance, security, privacy, explainability, and regulatory compliance.
• Establish guardrails and operating standards for safe, scalable AI adoption.
• Represent Genesys in industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiatives.
• Influence Genesys AI strategy through 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
• Open Time Off
• 10 paid holidays
• 401(k) matching program
• Adoption assistance
• Fertility treatments
• Paid volunteer time
• August Free Fridays
• Well-being resources
• 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