Principal AI Solutions Architect, Customer Success

About the role

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Responsibilities

• Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance
• Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI
• Design integration patterns and data flows that enable seamless orchestration across channels, platforms, and enterprise systems
• Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes
• Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities, enabling faster time to value and scalable production deployment
• Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact
• Influence customer AI strategies by advising on architecture, platform capabilities, and long-term transformation roadmaps
• Champion responsible AI practices, ensuring compliance with security, privacy, and regulatory standards such as HIPAA and PCI

Required Qualifications

• 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments
• Strong expertise in cloud platforms such as AWS, Azure, or GCP, including experience with distributed architectures
• Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems
• Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
• Experience working with conversational AI, NLP, or AI-powered customer experience platforms
• Strong stakeholder engagement skills, including experience working with executive-level audiences
• Ability to operate independently in fast-paced, ambiguous environments
• Solid understanding of data governance, security, and compliance frameworks

Preferred Qualifications

• Experience with Genesys Cloud or other contact center platforms
• Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks
• Experience with customer journey mapping and omnichannel experience design
• Background in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Experience supporting large-scale digital transformation or enterprise AI adoption initiatives

Compensation

$134,300.00 - $236,100.00 (market-competitive salary; actual salaries vary based on experience, qualifications, skills, and location; may be eligible for commission or performance-based bonus)

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments