Principal AI Solutions Architect, Customer Success

Genesys

. Own end-to-end technical engagement with strategic customers .

Posted 11/5/2026full-timeRemote • 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-powered solutions, integrating complex systems, and optimizing customer experiences through data-driven strategies. Proficient in leading technical engagements and influencing cross-functional teams to drive business value and innovation.

Highest-signal resume keywords

AI Solution ArchitectureGenesys Cloud IntegrationEnterprise AI DeploymentData Governance and ComplianceCustomer Experience Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI SolutionsAutomationConversational AIData IntegrationREST APIsEvent-Driven ArchitectureJSONData PipelinesLLM Service IntegrationCX Analytics

Soft Skills

Analytical SkillsCritical ThinkingCommunicationStakeholder EngagementTechnical Judgment

Tools & Technologies

Genesys CloudAWSMicrosoft AzureGoogle Cloud PlatformAgentic Virtual AgentsAI StudioOmnichannel CX

Industry Keywords

Customer ExperienceEnterprise IntegrationAI GovernanceProcess RedesignChange Management

Tech Stack

Tools & technologies

AWSAzureCloudERPGoogle Cloud Platform

About the role

Key responsibilities & impact

Own end-to-end technical engagement with strategic customers
Translate complex business challenges and customer experience KPIs into scalable AI solutions
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
Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration
Lead process redesign and architecture workshops to improve customer journeys and streamline workflows
Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities
Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems
Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps
Influence technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams
Champion responsible AI architecture through security, privacy, governance, safety, and compliance controls, including PCI and HIPAA where applicable
Build customer AI maturity through technical advising, knowledge transfer, reusable accelerators, documentation, and enablement

Requirements

What you’ll need

10+ 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 ability to connect technical architecture decisions to business outcomes and customer KPIs
Excellent communication and stakeholder engagement skills, including advising senior technical leaders, business executives, and cross-functional enterprise teams
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
Preferred: customer journey mapping, omnichannel CX processes, process redesign, enterprise change management, AI adoption programs, large-scale technology transformation, reusable reference architectures, technical accelerators, AI governance frameworks, and industry vertical knowledge

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
Mentorship, learning programs, leadership development and education support
Paid volunteer time
August Free Fridays
Well-being resources and regionally tailored programs for employees and their families
Commission or performance-based bonus opportunities may be available