> Markdown version of [/jobs/ext/3309761-principal-ai-solutions-architect-customer-success](https://www.wearedevelopers.com/jobs/ext/3309761-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:** Charlotte, NC, 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, Cloud Computing, Data Governance, JSON, Rapid Prototyping Process, Software Deployment, Data Streaming, Value Engineering, Workflow Management Systems, Google Cloud, Chatbots, Genesys, Large Language Models, Event Driven Architecture, Kubernetes, Information Technology, Data Analytics, Enterprise Integration, Virtual Agents, Restful APIs, Data Pipelines - **Published:** September 17, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88351042/1 ## About the Role * 8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms * Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments * Strong hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies * Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration * Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration * Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns * Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments * Strong analytical and critical-thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs * Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams * Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments * Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery, * Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments * Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation * Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions * Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks * Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector ## Description The Principal AI Solutions Architect helps strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption. Supporting the newly launched Agentic AI Orchestration program, this role combines hands-on architecture and rapid prototyping with executive-level customer engagement, technical leadership, and ownership of measurable outcomes. You will partner directly with customer business and technology leaders to identify high-value opportunities, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, conversational AI, automation, data, and enterprise integrations. The role owns the technical journey from discovery and architecture through proof of concept, production deployment, optimization, and expansion. At Genesys, collaboration, empathy, and innovation shape how we help organizations orchestrate personalized experiences at scale. You will gain strategic enterprise AI exposure and senior leadership visibility, while influencing initiatives across Customer Success, Product, Innovation, Solution Consulting, Professional Services, and Support., * Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value * Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX * Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential, helping customers move from experimentation to production and sustained value realization * Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration across enterprise platforms * Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences across digital and voice channels * Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities, with clear paths to production scalability and enterprise adoption * Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems using REST APIs, event-driven architectures, JSON, and LLM services * Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact * Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed * Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls, including PCI and HIPAA requirements where applicable * Build customer AI maturity by serving as a trusted technical advisor, transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions with greater 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. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. ## Related Videos - [Inside the AI Revolution: How Microsoft is Empowering the World to Achieve More](https://www.wearedevelopers.com/videos/869-inside-the-ai-revolution-how-microsoft-is-empowering-the-world-to-achieve-more) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Testing AI Agents: Automated Evaluation for Chatbots & RAG Systems](https://www.wearedevelopers.com/videos/100300-testing-ai-agents-automated-evaluation-for-chatbots-rag-systems) - [30 Years of Rip and Tear: Doom’s development story](https://www.wearedevelopers.com/videos/599-30-years-of-rip-and-tear-doom-s-development-story) ## Related Articles - [Got AI ideas but no money? Here are 10 free ways to level up your AI skills with Google Cloud](https://www.wearedevelopers.com/magazine/600-got-ai-ideas-but-no-money-here-are-10-free-ways-to-level-up-your-ai-skills-with-google-cloud) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Graph and AI Trends 2026: Why Is AI Running but Not Yet Delivering?](https://www.wearedevelopers.com/magazine/680-graph-and-ai-trends-2026-why-is-ai-running-but-not-yet-delivering) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts)