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.

Overview: This role drives enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale. At Genesys, we are advancing customer experience through empathy, innovation, and AI, helping organizations create meaningful connections that drive measurable business impact. You will own the end-to-end orchestration of Agentic AI solutions, from early discovery through continuous optimization, influencing both technical direction and business outcomes. Working directly with senior customer stakeholders, you will align AI initiatives to measurable KPIs, ensuring each deployment improves experience quality, operational efficiency, or revenue performance. Your work will directly impact how enterprises evolve from isolated AI pilots to sustained, enterprise-wide transformation. This role offers exposure to complex, multi-system architectures and cutting-edge AI capabilities, including virtual agents, copilots, and orchestration frameworks. You will collaborate across product, engineering, and customer-facing teams to accelerate innovation while ensuring governance, compliance, and long-term scalability.

Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency Translate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfaction Design reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systems Drive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realization Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalability Optimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impact Influence enterprise AI strategy by advising on platform evolution, integration approaches, and long-term transformation roadmaps Champion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standards Required Qualifications: 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments Strong expertise in cloud platforms such as AWS, Azure, or GCP, with hands-on experience in distributed systems and integrations Proven experience designing and implementing API-driven and event-based architectures using REST, JSON, and modern integration patterns Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes Experience working with conversational AI, NLP, or AI-driven customer experience platforms Strong stakeholder engagement skills, including experience working with senior executives and cross-functional teams Ability to operate independently in complex, fast-moving environments with high ambiguity Solid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deployments Preferred Qualifications: Experience with