SR. Principal AI Solutions Architect, Customer Success

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. Senior Principal Agentic AI Orchestrator About This Role Genesys is seeking a Senior Principal Agentic AI Orchestrator 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. As a Senior Principal Agentic AI Orchestrator, you will operate at the intersection of business strategy, AI innovation, customer experience transformation, and executive leadership. You will partner directly with C-suite executives, business leaders, and technical stakeholders to define enterprise AI strategies, architect scalable solutions, and guide customers from AI experimentation to enterprise-wide adoption and continuous innovation. You will influence customer transformation roadmaps, shape Genesys AI strategy through customer insight and market feedback, and establish repeatable frameworks that accelerate AI success across the Genesys customer ecosystem. This role offers a unique opportunity to define how enterprises adopt Agentic AI and establish Genesys as the market leader in AI-powered experience orchestration. What You'll Do Executive Discovery and Strategic Alignment Partner directly with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilitiesLead enterprise discovery engagements to understand business objectives, operational challenges, customer experience gaps, and AI maturity across the organizationDevelop strategic AI transformation roadmaps aligned to customer business priorities and measurable business outcomesAssess value, complexity, risk, and organizational readiness to prioritize initiatives with the highest potential impactFacilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automationEstablish value realization frameworks and governance models that support long-term AI successServe as a trusted advisor to customer executives throughout their AI transformation journey Enterprise Architecture and Solution Design 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 the design of complex solutions spanning: Agentic AIVirtual AgentsAI CopilotsWorkforce EngagementKnowledge ManagementCustomer Journey OrchestrationData and AnalyticsAutomation PlatformsOmnichannel Customer Experience Establish reusable architectural patterns that can be leveraged across customers, industries, and strategic initiatives. Ensure all 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. AI Transformation and Solution Delivery Lead the technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption. Guide customers in designing and implementing scalable AI solutions leveraging: Genesys Cloud AI StudioAgentic Virtual AgentsAI CopilotsPredictive EngagementJourney ManagementKnowledge ManagementThird-party AI and LLM ecosystems Provide technical leadership for integrations involving: CRM PlatformsERP SystemsData LakesData WarehousesKnowledge PlatformsEnterprise ApplicationsLLM ProvidersWorkflow 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. Enterprise Optimization and Value Realization Own executive-level accountability for business outcomes and value realization following deploymentDefine KPI frameworks and success metrics that demonstrate measurable impact across customer experience, operational efficiency, workforce productivity, and revenue growthDrive continuous optimization through data-driven analysis, experimentation, and iterative AI improvementEstablish AI Centers of Excellence, operating models, governance processes, and adoption frameworks that enable customers to scale AI innovation independentlyDevelop reusable methodologies, accelerators, and best practices that improve delivery consistency and speed across strategic customer programsIdentify opportunities for expansion, innovation, and long-term partnership growth through proactive engagement and thought leadership Governance, Responsible AI, and Industry Leadership Champion responsible AI principles and governance frameworks that ensure ethical, transparent, and compliant AI deploymentAdvise executive stakeholders on AI risk management, governance, security, privacy, explainability, and regulatory complianceEstablish guardrails and operating standards that support safe and scalable AI adoptionRepresent Genesys as a thought leader in AI, customer experience transformation, and experience orchestrationContribute to industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiativesInfluence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights What We're Looking For 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 initiatives5+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programsDemonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholdersProven experience operating independently in highly complex and ambiguous environmentsStrong track record of delivering measurable business outcomes through technology transformation initiativesExperience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps Desired Technical Skills 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 APIsEvent-Driven ArchitecturesMicroservicesIntegration PlatformsEnterprise Data ArchitecturesData PipelinesJSONAI 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. Business And Leadership Skills Exceptional executive communication and stakeholder engagement skillsProven ability to influence C-suite executives and enterprise decision makersStrong strategic thinking and business acumen with the ability to connect emerging AI technologies to measurable business outcomesDemonstrated success leading large-scale enterprise transformation programs involving multiple stakeholders, business units, and technology domainsAbility to build trusted advisor relationships with executives, architects, operational leaders, and technical teamsExperience mentoring senior consultants, architects, and transformation leadersRecognized thought leadership in AI, customer experience, automation, digital transformation, or related domainsExperience across industries including Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals is highly desirable Success Profile The successful candidate is recognized as a strategic AI transformation leader who combines deep technical expertise with executive advisory capabilities. They influence enterprise AI strategy, shape customer transformation outcomes, establish scalable operating models, and drive adoption of Agentic AI at organizational scale. They operate with significant autonomy, contribute to Genesys thought leadership, and create repeatable frameworks that accelerate AI success across the broader customer ecosystem. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $159,500.00 - $280,500.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatments Click here to view a summary overview of our Benefits. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal yearA flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best workGrowth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education supportTime to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their familiesRecognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring teamA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview teamWe aim to keep the process focused and respectful of your time, with no more than five interviews in most casesAfter interviews are complete, our team will follow up with the final steps Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. 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