> Markdown version of [/jobs/ext/3098012-principal-ai-solutions-architect-customer-success](https://www.wearedevelopers.com/jobs/ext/3098012-principal-ai-solutions-architect-customer-success). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Principal AI Solutions Architect, Customer Success - **Company:** Genesys Telecommunications Laboratories, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $134,300.0 - $236,100.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Microsoft Azure, Data Governance, Distributed Systems, JSON, Data Streaming, Chatbots, Genesys, Large Language Models, Multi-Agent Systems, Event Driven Architecture, Kubernetes, Virtual Agents, Restful APIs, Data Pipelines - **Published:** September 26, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18450219?backUrl=%2Fcareer%2F18450219%2FPrincipal-Ai-Solutions-Architect-Customer-Success-Texas ## About the Role * 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, * 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 ## Description This role shapes how enterprises adopt and scale AI to transform customer experience outcomes across Genesys Cloud. You will operate as a strategic and technical leader, translating complex business challenges into AI-driven solutions that improve customer engagement, operational efficiency, and measurable performance. At Genesys, we are redefining customer experience through empathy and AI innovation, helping organizations deliver more human, connected interactions at global scale. You will own the end-to-end lifecycle of Agentic AI orchestration, from discovery through continuous optimization, directly influencing enterprise AI strategy and execution. Partnering with senior stakeholders, you will align AI initiatives to business KPIs, ensuring every solution delivers tangible impact such as improved containment, reduced cost to serve, or increased customer satisfaction. Your work will help organizations move beyond experimentation into sustained, enterprise-wide transformation. This role offers exposure to advanced AI capabilities, including virtual agents, copilots, and orchestration frameworks, within complex, multi-system environments. You will collaborate across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization., * 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, * 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. Get notified about relevant opportunities. 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