Principal AI Solutions Architect, Customer Success

Introduction:

In this role, the Principal AI Solutions Architect will be responsible for managing project initiatives of strategic importance to the organization. They will participate in customer workshops, design digital bot flows, work independently and with technical teams, and provide technical consulting services to drive key deliverables and outcomes.

Responsibilities:

• Manage project initiatives of strategic importance
• Participate in customer workshops and design digital bot flows
• Develop and maintain routing applications for Digital Virtual Agents
• Create accurate development effort estimates
• Lead the SS&AI team delivery
• Present and demonstrate proposed digital bot solutions
• Execute test scripts for call flow and logic
• Communicate within the global community
• Provide customer technical consulting services
• Provide feedback to the product organization
• Work as a team player to the organization

Requirements:

Minimum Requirements:

• BS/MS/BA or equivalent in Computer Science, Engineering or related field
• 10+ years of experience with commercial Digital CCaaS applications
• 6+ years of experience working with digital bots on platforms like Google Dialogflow and Amazon Lex
• Demonstrated understanding of generative and agentic AI tools
• Experience in a customer facing role
• Understanding of IVR application architecture
• Ability to work independently and take initiative
• Strong analytical programming and problem-solving skills
• Excellent verbal and writing skills in English
• Ability to interact effectively with clients in a high-paced environment
• Willingness to travel

Desirable Skills:

• Experience designing and supporting agentic AI bots
• Development and deployment of Genesys solutions
• Experience with Google Dialogflow and Amazon Lex
• Genesys Google Cloud Platform or AWS certification