Principal AI Solutions Architect, Customer Success

Genesys

. Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value .

Posted 11/5/2026full-timeRemote • Texas • United StatesLead💰 $134,300 - $236,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and deploying AI solutions, integrating enterprise platforms, and optimizing customer experiences through data-driven strategies. Proven ability to lead technical engagements, influence stakeholders, and ensure compliance with security and regulatory standards.

Highest-signal resume keywords

AI Solution ArchitectureGenesys Cloud IntegrationREST APIs and JSONEnterprise CX StrategyData Governance and Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI ImplementationAutomation SolutionsConversational AIData-Driven SolutionsCloud PlatformsEnterprise IntegrationNLP TechnologiesCX AnalyticsWorkflow DesignData Pipelines

Soft Skills

Analytical ThinkingCritical ThinkingCommunication SkillsStakeholder EngagementIndependent Operation

Tools & Technologies

Genesys Cloud AI StudioAWSMicrosoft AzureGoogle Cloud PlatformAgentic Virtual AgentsEvent-Driven ArchitectureAI Governance Frameworks

Industry Keywords

Customer ExperienceEnterprise AIOmnichannel CXChange ManagementHealthcareFinancial ServicesInsuranceRetailPublic Sector

Tech Stack

Tools & technologies

AWSAzureCloudERPGoogle Cloud Platform

About the role

Key responsibilities & impact

Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value
Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX
Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential, helping customers move from experimentation to production and sustained value realization
Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration across enterprise platforms
Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences across digital and voice channels
Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities, with clear paths to production scalability and enterprise adoption
Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems using REST APIs, event-driven architectures, JSON, and LLM services
Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact
Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed
Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls, including PCI and HIPAA requirements where applicable
Build customer AI maturity by serving as a trusted technical advisor, transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions with greater self-sufficiency

Requirements

What you’ll need

8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms
Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments
Strong hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies
Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration
Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration
Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns
Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments
Strong analytical and critical-thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs
Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams
Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments
Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery
Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments
Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation
Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions
Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks
Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector

Benefits

Comp & perks

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
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Mentorship, learning programs, leadership development and education support