Principal AI Solutions Architect, Customer Success

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 combines strategic advisory, enterprise architecture, and transformation leadership, helping customers realize 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 enterprise AI strategies, design scalable solutions, and guide customers from experimentation to enterprise-wide adoption and ongoing innovation. The role also shapes customer transformation roadmaps, brings customer and market feedback into Genesys AI strategy, and develops repeatable frameworks to accelerate AI success across the customer ecosystem.

The position leads executive discovery and strategic alignment; enterprise architecture and solution design; AI transformation from concept through production deployment and adoption; and optimization and value realization. It also advises on responsible AI, risk, governance, security, privacy, and regulatory compliance, while representing Genesys in customer and industry forums. The successful candidate is expected to operate with significant autonomy, combine deep technical expertise with executive advisory capabilities, and help establish scalable operating models and adoption frameworks for Agentic AI.

Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience.
• 12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives.
• 5+ 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.
• 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.
• Exceptional executive communication and stakeholder engagement skills; proven ability to influence C-suite executives and enterprise decision makers.
• Strong strategic thinking and business acumen, including the 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.
• Experience with Genesys Cloud AI Studio, Agentic Virtual Agents, AI Copilots, Predictive Engagement, Journey Management, or Knowledge Management.

Responsibilities

• Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilities.
• 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 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 throughout customer AI transformations.
• 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 solutions spanning 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 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 strategic 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 customers in designing and implementing 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 business outcomes and value realization after deployment.
• Define KPI frameworks and success metrics for customer experience, operational efficiency, workforce productivity, and revenue growth.
• Drive continuous optimization through data-driven analysis, experimentation, and iterative AI improvement.
• Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks that enable customers to scale AI innovation independently.
• Develop reusable methodologies, accelerators, and best practices to improve consistency and speed across strategic customer programs.
• Identify opportunities for expansion, innovation, and long-term partnership growth through proactive engagement and thought leadership.
• Champion responsible AI principles and advise executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance.
• Establish guardrails and operating standards for safe and scalable AI adoption.
• Represent Genesys as a thought leader and contribute to industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiatives.
• Influence 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
• 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