Principal AI Solutions Architect, Customer Success

• Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or a related discipline
• 8-12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture - demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks
• Extensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar)
• Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts
• Demonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)
• Track record of mentoring or developing technical peers and codifying expertise into approaches others can build on
• Fluency in Dutch and English

Consultative & Customer-Facing Skills

• Proven autonomy inside complex enterprise accounts - leading discovery, shaping scope, managing stakeholder expectations, and building trust without hand-holding
• Comfortable operating without a defined playbook - able to form and test hypotheses under ambiguity, pivot quickly when the data signals a change, and bring stakeholders along through the process
• Translates data-driven findings into executive-ready narratives: quantified outcomes, causal relationships, and clear next steps - not qualitative summaries
• Proven leadership in cross-functional environments and complex enterprise contexts
• Product instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisions
• Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual communication ability is an advantage across the EMEA region

Technical Skills

• CX orchestration and workflow design across multiple platforms - with a focus on outcome over architecture elegance
• Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
• Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption
• Agentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviour
• Applied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying- AI-assisted development tooling expected and encouraged
• Deep working knowledge of one or more enterprise CCaaS or Agentic AI platforms- Genesys Cloud preferred, or equivalent such as Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, or Cognigy; demonstrated expertise in deploying and optimising conversational or agentic AI solutions on any of these platforms is equally valued
• Data and integration expertise: REST APIs, event-driven architecture, JSON
• Cloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred)
• Data governance, security compliance, and responsible AI design principles

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., 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 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. 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.