Principal AI Solutions Architect, Customer Success
About the role
Genesys is seeking a Principal AI Solutions Architect, Customer Success to lead the next generation of AI-powered customer experience transformation. This role serves as a strategic advisor, enterprise architect, and transformation leader responsible for helping the world's largest organizations realize measurable business outcomes through Agentic AI, Experience Orchestration, Automation, and Data-Driven Customer Engagement.
Responsibilities
Partner directly with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilities.
Lead enterprise discovery engagements to understand business objectives, operational challenges, customer experience gaps, and AI maturity across the organization.
Develop strategic AI transformation roadmaps aligned to customer business priorities and measurable business outcomes.
Assess value, complexity, risk, and organizational readiness to prioritize initiatives with the highest potential impact.
Facilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automation.
Establish value realization frameworks and governance models that support long-term AI success.
Serve as a trusted advisor to customer executives throughout their AI transformation journey.
Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.
Lead the design of complex solutions spanning: Agentic AI, Virtual Agents, AI Copilots, Workforce Engagement, Knowledge Management, Customer Journey Orchestration, Data and Analytics, Automation Platforms, Omnichannel Customer Experience.
Provide technical leadership for integrations involving: CRM Platforms, ERP Systems, Data Lakes, Data Warehouses, Knowledge Platforms, Enterprise Applications, LLM Providers, Workflow Automation Platforms.
Act as executive technical sponsor for strategic customer engagements and high-profile AI transformation initiatives.
Coordinate cross-functional teams including Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.
Own executive-level accountability for business outcomes and value realization following deployment.
Define KPI frameworks and success metrics that demonstrate measurable impact across 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 that improve delivery 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 governance frameworks that ensure ethical, transparent, and compliant AI deployment.
Advise executive stakeholders on AI risk management, governance, security, privacy, explainability, and regulatory compliance.
Represent Genesys as a thought leader in AI, customer experience transformation, and experience orchestration.
Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights.
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 experience operating 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 cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform.
Strong experience with: REST APIs, Event-Driven Architectures, Microservices, Integration Platforms, Enterprise Data Architectures, Data Pipelines, JSON, 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 with 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.
Experience across industries including Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals is highly desirable.