Principal AI Solutions Architect, Customer Success

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.

Principal AI Solutions Architect, Customer Success

About this Role

Genesys is seeking a Principal AI Solutions Architect, Customer Success to lead the next generation of AI-powered customer experience transformation.

This role serves as a strategic advisor, enterprise architect, and transformation leader responsible for helping the world's largest organizations realize measurable business outcomes through Agentic AI, Experience Orchestration, Automation, and Data-Driven Customer Engagement.

As a Principal AI Solutions Architect, Customer Success, you will operate at the intersection of business strategy, AI innovation, customer experience transformation, and executive leadership. You will partner directly with C-suite executives, business leaders, and technical stakeholders to define enterprise AI strategies, architect scalable solutions, and guide customers from AI experimentation to enterprise-wide adoption and continuous innovation.

You will influence customer transformation roadmaps, shape Genesys AI strategy through customer insight and market feedback, and establish repeatable frameworks that accelerate AI success across the Genesys customer ecosystem.

This role offers a unique opportunity to define how enterprises adopt Agentic AI and establish Genesys as the market leader in AI-powered experience orchestration.

What You'll Do

Executive Discovery and Strategic Alignment

• Partner directly with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilities.
• Lead enterprise discovery engagements to understand business objectives, operational challenges, customer experience gaps, and AI maturity across the organization.
• Develop strategic AI transformation roadmaps aligned to customer business priorities and measurable business outcomes.
• Assess value, complexity, risk, and organizational readiness to prioritize initiatives with the highest potential impact.
• Facilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automation.
• Establish value realization frameworks and governance models that support long-term AI success.
• Serve as a trusted advisor to customer executives throughout their AI transformation journey.

Enterprise Architecture and Solution Design

Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.

Define enterprise reference architectures, integration patterns, governance frameworks, and operating models for AI-powered experience orchestration.

Lead the design of complex solutions spanning:

• Agentic AI
• Virtual Agents
• AI Copilots
• Workforce Engagement
• Knowledge Management
• Customer Journey Orchestration
• Data and Analytics
• Automation Platforms
• Omnichannel Customer Experience

Establish reusable architectural patterns that can be leveraged across customers, industries, and strategic initiatives.

Ensure all solutions align with security, privacy, regulatory, and responsible AI requirements including GDPR, HIPAA, PCI, SOC2, and emerging AI governance standards.

Provide strategic architectural leadership for multi-cloud and hybrid-cloud deployments across AWS, Azure, and Google Cloud.

AI Transformation and Solution Delivery

Lead the technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption.

Guide customers in designing and implementing scalable AI solutions leveraging:

• Genesys Cloud AI Studio
• Agentic Virtual Agents
• AI Copilots
• Predictive Engagement
• Journey Management
• Knowledge Management
• Third-party AI and LLM ecosystems

Provide technical leadership for integrations involving:

• CRM Platforms
• ERP Systems
• Data Lakes
• Data Warehouses
• Knowledge Platforms
• Enterprise Applications
• LLM Providers
• Workflow Automation Platforms

Act as executive technical sponsor for strategic customer engagements and high-profile AI transformation initiatives.

Coordinate cross-functional teams including Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.

Enterprise Optimization and Value Realization

• Own executive-level accountability for business outcomes and value realization following deployment.
• Define KPI frameworks and success metrics that demonstrate measurable impact across customer experience, operational efficiency, workforce productivity, and revenue growth.
• Drive continuous optimization through data-driven analysis, experimentation, and iterative AI improvement.
• Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks that enable customers to scale AI innovation independently.
• Develop reusable methodologies, accelerators, and best practices that improve delivery consistency and speed across strategic customer programs.
• Identify opportunities for expansion, innovation, and long-term partnership growth through proactive engagement and thought leadership.

Governance, Responsible AI, and Industry Leadership

• Champion responsible AI principles and governance frameworks that ensure ethical, transparent, and compliant AI deployment.
• Advise executive stakeholders on AI risk management, governance, security, privacy, explainability, and regulatory compliance.
• Establish guardrails and operating standards that support safe and scalable AI adoption.
• Represent Genesys as a thought leader in AI, customer experience transformation, and experience orchestration.
• Contribute to industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiatives.
• Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights.

What We're Looking For

Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience.

• 12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives.
• 5+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs.
• Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders.
• Proven experience operating independently in highly complex and ambiguous environments.
• Strong track record of delivering measurable business outcomes through technology transformation initiatives.
• Experience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps.

Desired Technical Skills

Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation.

Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management.

Expert knowledge of cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform.

Strong experience with:

• REST APIs
• Event-Driven Architectures
• Microservices
• Integration Platforms
• Enterprise Data Architectures
• Data Pipelines
• JSON
• AI Service Integration

Experience integrating commercial and open-source AI ecosystems including OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services.

Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics.

Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks.

Business and Leadership Skills

• Exceptional executive communication and stakeholder engagement skills.
• Proven ability to influence C-suite executives and enterprise decision makers.
• Strong strategic thinking and business acumen with the ability to connect emerging AI technologies to measurable business outcomes.
• Demonstrated success leading large-scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains.
• Ability to build trusted advisor relationships with executives, architects, operational leaders, and technical teams.
• Experience mentoring senior consultants, architects, and transformation leaders.
• Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains.
• Experience across industries including Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals is highly desirable.

Compensation:

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.

Benefits:

• 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

Click here to view a summary overview of our Benefits.

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.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• 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.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

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, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.