Principal AI Solutions Architect, Customer Success

Genesys

. Lead strategically important customer initiatives, owning technical architecture and end-to-end delivery of complex IVR, routing, conversational AI, generative AI, and agentic virtual agent solutions .

Posted 10/8/2026full-timeToronto • CanadaLead💰 $135,800 - $178,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and delivering complex IVR, conversational AI, and virtual agent solutions, with a strong focus on architecture, integration, and Agile delivery. Proven ability to lead customer initiatives, optimize speech experiences, and provide technical leadership across global teams.

Highest-signal resume keywords

IVR Application DevelopmentConversational AI SolutionsGoogle DialogflowAmazon LexAgile Delivery Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical ArchitectureIntegration DevelopmentAdvanced Speech RecognitionNLU Intent-Based BotsGenerative AI TechnologiesAPI DevelopmentEnterprise Solution DesignTesting StrategiesDeployment PracticesProgramming Languages (Java, C#, PHP)

Soft Skills

Customer-Facing Technical ConsultingCollaborationMentoringArchitectural JudgmentKnowledge Transfer

Tools & Technologies

Genesys PlatformsWebhook DevelopmentCloud ServicesCustomer Systems

Industry Keywords

Self-Service SolutionsCustomer Experience SolutionsVoice InteractionsDigital InteractionsTechnical Strategy

Tech Stack

Tools & technologies

CloudJavaPHP

About the role

Key responsibilities & impact

Lead strategically important customer initiatives, owning technical architecture and end-to-end delivery of complex IVR, routing, conversational AI, generative AI, and agentic virtual agent solutions
Design scalable customer interaction flows and solution architectures through customer workshops
Develop and maintain IVR applications, NLU intent-based bots, routing solutions, virtual agents, and agentic virtual agents for voice, DTMF, speech, and digital interactions
Drive architecture and integration decisions across Genesys technologies and third-party AI platforms, including Google Dialogflow and Amazon Lex
Optimize speech experiences by defining ASR grammars and leading tuning activities
Lead Agile delivery for SS&AI initiatives with Product Owners and Scrum Masters
Establish development estimates, testing strategies, and quality practices supporting user acceptance testing and production readiness
Advise customers on technical strategy, architecture, coding practices, integrations, deployment decisions, and deliverables
Demonstrate proposed solutions, provide customer training, and lead knowledge transfer
Provide feedback to Genesys product teams on APIs, product capabilities, documentation, and architectures
Collaborate across global technical, business, and customer teams
Provide technical leadership and guidance to the SS&AI team

Requirements

What you’ll need

10+ years of experience designing and developing commercial IVR, routing, conversational AI, bot, or related customer experience solutions using relevant development tools and advanced speech recognition technologies
6+ years of experience developing voice or digital bots using platforms such as Google Dialogflow, Amazon Lex, or comparable conversational AI technologies, including webhook or fulfillment development
Expertise designing and delivering complex self-service solutions spanning IVR, NLU, speech, routing, virtual agents, generative AI, or agentic AI
Understanding of generative AI and agentic AI technologies, including practical experience applying AI-powered tools or capabilities to customer solutions
Strong architecture and software development background, including integrations, APIs, testing, deployment practices, and enterprise solution design
Experience in customer-facing technical consulting
Ability to independently evaluate complex technical issues and exercise sound architectural judgment
Experience working across Agile delivery teams and collaborating with Product Owners, Scrum Masters, project managers, developers, and business stakeholders
Ability to collaborate with customers and global teams during working hours aligned with U.S. customer and team requirements
Bachelor's or master's degree in Computer Science, Engineering, or a related field, or equivalent relevant professional experience (preferred)
Development experience with Java, C#, PHP, or comparable programming languages
Experience integrating conversational AI and virtual agent solutions with enterprise APIs, cloud services, and customer systems
Experience leading technical delivery teams, mentoring technical professionals, or establishing architecture and development best practices
Advanced experience with Genesys platforms

Benefits

Comp & perks

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