> Markdown version of [/jobs/ext/3530325-lead-ai-solutions-architect-customer-success](https://www.wearedevelopers.com/jobs/ext/3530325-lead-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). --- # Lead AI Solutions Architect, Customer Success - **Company:** Genesys Telecommunications Laboratories, Inc. - **Location:** Charlotte, NC, United States (Remote available) - **Experience:** Expert - **Salary:** $110,600.0 - $194,400.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, User Authentication, Microsoft Azure, Cloud Engineering, Data Governance, Logic Synthesis of Circuits, GPE Palmtop Environment (X Window System), JSON, Knowledge Management, Knowledge-Based Systems, Microsoft Dynamics, Routing, Microsoft Copilot, Salesforce.Com, Microsoft SharePoint, Enterprise Software Applications, Chatbots, Genesys, Large Language Models, AI Platforms, Enterprise Integration, Data Management, Virtual Agents, Restful APIs, Servicenow - **Published:** October 2, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88506221/1 ## About the Role * 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms. * Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs. * Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels. * Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation. * Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns. * Solid understanding of cloud architecture patterns across AWS, Azure, or GCP. * Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders. * Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution. * Strong communication and customer-facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs. * Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities. * Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise environments. * Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus. ## Description Solution Architecture * Define end-to-end AI-powered digital solution architectures for customer programs. * Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities. * Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. * Establish architectural standards for scalability, resilience, security, and maintainability. * Review and provide technical guidance on solution designs produced by project teams. Technical Leadership * Serve as the technical authority for assigned customer engagements. * Guide consultants and implementation teams through complex technical challenges. * Lead architecture workshops, discovery sessions, and technical design discussions with customers. * Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements. AI & Digital Design * Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled digital experiences. * Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing. * Define data requirements, integration patterns, and AI governance considerations. * Ensure responsible AI practices are incorporated into solution designs. * Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases. Customer Engagement * Advise customer technical stakeholders on architecture decisions and trade-offs. * Translate customer business requirements and digital use cases into practical technical solutions. * Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders. * Build trusted-advisor relationships with customer technical teams. * Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership. Practice Contribution * Contribute reusable assets, reference architectures, implementation patterns, and best practices. * Mentor consultants and senior consultants. * Support presales activities for complex Digital and AI opportunities. * Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve., * 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) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [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) - [Beyond GPT: Building Unified GenAI Platforms for the Enterprise of Tomorrow](https://www.wearedevelopers.com/videos/1525-beyond-gpt-building-unified-genai-platforms-for-the-enterprise-of-tomorrow) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## 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) - [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) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere)