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.

Role Overview:
This role shapes how enterprises adopt and scale AI to transform customer experience outcomes across Genesys Cloud. You will operate as a strategic and technical leader, translating complex business challenges into AI-driven solutions that improve customer engagement, operational efficiency, and measurable performance. At Genesys, we are redefining customer experience through empathy and AI innovation, helping organizations deliver more human, connected interactions at global scale.

You will own the end-to-end lifecycle of Agentic AI orchestration, from discovery through continuous optimization, directly influencing enterprise AI strategy and execution. Partnering with senior stakeholders, you will align AI initiatives to business KPIs, ensuring every solution delivers tangible impact such as improved containment, reduced cost to serve, or increased customer satisfaction. Your work will help organizations move beyond experimentation into sustained, enterprise-wide transformation.

This role offers exposure to advanced AI capabilities, including virtual agents, copilots, and orchestration frameworks, within complex, multi-system environments. You will collaborate across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization.

Key Responsibilities:

• Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance

• Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI

• Design integration patterns and data flows that enable seamless orchestration across channels, platforms, and enterprise systems

• Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes

• Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities, enabling faster time to value and scalable production deployment

• Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact

• Influence customer AI strategies by advising on architecture, platform capabilities, and long-term transformation roadmaps

• Champion responsible AI practices, ensuring compliance with security, privacy, and regulatory standards such as HIPAA and PCI

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, including experience with distributed architectures

• Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems

• Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes

• Experience working with conversational AI, NLP, or AI-powered customer experience platforms

• Strong stakeholder engagement skills, including experience working with executive-level audiences

• Ability to operate independently in fast-paced, ambiguous environments

• Solid understanding of data governance, security, and compliance frameworks

Preferred Qualifications:

• Experience with Genesys Cloud or other contact center platforms

• Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks

• Experience with customer journey mapping and omnichannel experience design

• Background in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector

• Experience supporting large-scale digital transformation or enterprise AI adoption initiatives

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.

Get notified about relevant opportunities.

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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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, visit www.genesys.ai. 

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 [email protected].

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 and veteran status, and other protected characteristics.

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