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, connecting people, systems, data and AI to deliver more personalized service, improve operational efficiency and build stronger customer relationships.

What You'll Do

• Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
• Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
• Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
• Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.
• Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
• Lead complex CX and AI process redesign workshops spanning multiple channels, business units, and systems.
• Ensure solutions comply with enterprise grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
• Provide thought leadership internally and externally on AI solutions architecture, agent augmentation, and responsible AI practices.
• Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
• Integrate Genesys AI components with customer CRM, ERP, and third party systems.
• Establish implementation KPIs and analytics to measure model and journey performance.
• Evaluate solution performance against KPIs and refine designs based on data driven insights.
• Collaborate with Customer Success and Professional Services teams to hand over production ready assets and roadmaps.
• Document best practices and reusable accelerators to strengthen future deployments.
• Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
• Adhere to Genesys ethical standards and compliance frameworks.
• Mentor customer and partner teams to build long term AI maturity and self sufficiency.
• Recognized internally as a subject matter expert in AI driven CX and create formal networks across senior leaders, individual contributors, partners, and customers.

What We're Looking For

• Education: Bachelor's degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands on experience in CX or AI solution delivery.
• Experience: 12+ years of relevant experience (or equivalent), including:
  • 5+ years implementing CX, CRM or AI orchestration platforms.
  • 3+ years in solution architecture, systems integration or AI enabled process design.
• Technical Skills: Expertise in CX orchestration and workflow design across multiple platforms; Conversational AI or Agent Assist implementation (voice, chat, messaging); Data and integration expertise (REST APIs, event driven architecture, JSON); Understanding of cloud infrastructure and microservices; Reporting and analytics tools (SQL, Tableau, Power BI); Familiarity with data governance and security compliance; Knowledge of customer journey mapping and omnichannel CX processes.
• Business and Soft Skills: Strong analytical and critical thinking; excellent communication and stakeholder engagement; ability to build strong partnerships and confidence across business and technical teams to articulate and align solutions with strategic objectives; strong leadership in cross functional environments; familiarity with industry verticals such as Insurance, Healthcare, Banking, Retail, or Public Sector.

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 and veteran status, and other protected characteristics.

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact . We respond within 24-48 hours.