Principal AI Solutions Architect, Customer Success

This role is to support a newly launched Agentic AI Orchestration program. It blends deep technical execution with customer-facing leadership and outcome ownership

As a Principal AI Solutions Architect at Genesys, you will serve as the strategic and technical bridge between customer ambitions and successful AI transformation through empathy, collaboration, and innovation.

You will partner directly with strategic customers across the North America region to design, prototype, and continuously optimize Genesys AI solutions that drive measurable improvements in customer experience and business performance.

This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation.

What You’ll Do

Discovery and Strategy Alignment

• Embed directly with customer technical and business teams to solve high-impact, complex problems using Genesys Cloud and AI capabilities
• Lead discovery, requirements analysis, technical design, integration, deployment, and optimization across channels, AI, data, and automation
• Assess value, effort, and feasibility to prioritize initiatives with the highest business impact and drive accelerated AI Delivery and adoption.
• Deliver Continues value engineering to Genesys customers

Design and Architecture

• Translate customer KPIs into actionable AI use cases and solution opportunities.
• Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration.
• Lead process-redesign workshops to create seamless, channel-agnostic CX.
• Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).

Prototype and Implementation

• Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI product suites with a clear path to production scalability and sustained adoption.
• Advise on Integrating Genesys AI components with customer CRM, ERP, and third-party systems.
• Provide technical leadership across the extended delivery ecosystem by engaging targeted SMEs from Innovation teams, Solution Consulting, Professional Services, Product, and Support when required.

Optimization and Continuous Improvement

• Own post-go-live iteration, tuning, and expansion of AI solutions to ensure sustained value realization
• Evaluate solution performance against KPIs and refine designs based on data-driven insights.
• Collaborate with Customer Success and Professional Services teams to transition production-ready assets and roadmaps.
• Document best practices and reusable accelerators to optimize and strengthen future deployments.

Drive AI adoption and expansion through proactive innovation rather than reactive delivery

Governance, Ethics, and Enablement

• Champion responsible AI design principles and apply guardrails to ensure safe, ethical, and unbiased outcomes.
• Adhere to Genesys ethical standards and compliance frameworks.

• Act as trusted advisor and mentor customers to build long-term AI maturity and self-sufficiency., * A 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 team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After 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.

• Degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
• At least eight (8) years of industry experience in consulting and implementing or supporting CX, CRM, or AI orchestration platforms.
• Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, Google Cloud Platform).
• Ability to operate independently and effectively in fast-paced, ambiguous customer environments

Desired Technical Skills

• CX orchestration and workflow design across multiple platforms, including LLM or LAM-powered conversational and agent-assist experiences

Proven experience deploying AI, automation, or data-driven solutions in enterprise environments

• Strong hands-on experience with cloud platforms, Data and integration expertise (REST APIs, event-driven architecture, JSON, and LLM service integration).
• Experience with contact center platforms, conversational AI, NLP, or CX analytics
• Familiarity with data governance and security compliance.
• Knowledge of customer journey mapping and omnichannel CX processes.

Business and Soft Skills

• Strong analytical and critical thinking skills with the ability to bridge technical and business domains.
• Excellent communication and stakeholder engagement skills including executive level interactions.

• Proven ability to influence and guide customers through complex AI adoption and transformation initiatives.

• Ability to operate independently in ambiguous, fast-moving customer environments

• Familiarity with change management and large-scale enterprise adoption

• Familiarity with industry verticals such as Insurance, Healthcare, Finance, Retail, or Public Sector is a plus.

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.

$134,300.00 - $236,100.00, * 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

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., * 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 year.

• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized 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., Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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 ;br>