Principal AI Solutions Architect, Customer Success

You drive the AI-enabled customer journey transformation for enterprise clients. As an Agentic AI Orchestrator, you bridge business goals with technical execution, partnering with CX Advisors and customer stakeholders to identify AI use cases and shape outcomes. You design reference architectures, lead cross-functional workshops, and deliver rapid AI-enabled pilots. You guide governance, ethics, and adoption at scale, helping organizations move from exploration to continuous transformation.

• flexible-first culture
• paid volunteer time
• August Free Fridays
• well-being resources
• education and leadership development support
• regionally tailored programs for employees and families

• Lead discovery and strategy alignment with customer stakeholders and Genesys teams to identify AI use cases and translate KPIs into technical priorities
• Surface underlying problems through data and analysis to guide where intervention yields maximum value
• Influence adoption by addressing blockers with evidence-based reasoning and executive-ready narratives
• Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration
• Lead process redesign workshops to enable channel-agnostic CX and customer ownership of the solution
• Deliver rapid POC/MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent and related products
• Integrate Genesys AI components with customer CRM, ERP, and third-party systems
• Establish implementation KPIs and analytics to measure model and journey performance from day one
• Design evaluation frameworks for production AI solutions and automate evaluation pipelines
• Codify field learnings into reusable frameworks and accelerators for scalable impact
• Mentor customers, partners and internal teams to build long-term AI maturity and self-sufficiency
• Ensure compliance with security, privacy and regulatory requirements (e.g., GDPR, PDPA, PCI, HIPAA when applicable)

• 8–12 years of experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture
• Hands-on experience with CX/CRM or AI orchestration platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow)
• Hands-on experience with agentic AI systems in production contexts
• Experience with APIs, data pipelines, and cloud environments (AWS, Azure, GCP)
• Mentoring or developing technical peers and codifying best practices

• Autonomy in complex enterprise settings
• Consultative and stakeholder-management mindset
• Strong storytelling and executive communication
• CX orchestration and workflow design across multiple platforms
• Conversational AI and Agentic Virtual Agent implementation (voice, chat, messaging)
• Knowledge engineering: retrieval, RAG, semantic coverage, knowledge optimization