Principal AI Solutions Architect, Customer Success

Genesys

. Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration .

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 leading enterprise AI transformation initiatives, including the design and implementation of AI solutions, governance frameworks, and customer experience technologies. Proven ability to influence executive decision-making and deliver measurable business outcomes through strategic engagements and technology integration.

Highest-signal resume keywords

AI Transformation LeadershipEnterprise Architecture DesignCloud Platform ExpertiseStakeholder EngagementGovernance Framework Development

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Applicant Tracking System Keywords

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Hard Skills

Agentic AIConversational AIAI CopilotsData PipelinesREST APIsMicroservicesKnowledge ManagementAI Evaluation FrameworksPrompt EngineeringDigital Transformation

Soft Skills

Executive CommunicationStrategic ThinkingInfluencing SkillsRelationship BuildingMentoring

Tools & Technologies

AWSMicrosoft AzureGoogle Cloud PlatformGenesys Cloud AI StudioEvent-Driven ArchitecturesIntegration PlatformsAutomation PlatformsCRM SystemsERP SystemsData Lakes

Industry Keywords

Customer ExperienceEnterprise GovernanceSecurity ComplianceResponsible AICX Analytics

Tech Stack

Tools & technologies

AWSAzureCloudERPGoogle Cloud PlatformMicroservices

About the role

Key responsibilities & impact

Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration
Lead enterprise discovery engagements and develop strategic AI transformation roadmaps
Assess value, complexity, risk, and organizational readiness to prioritize initiatives
Facilitate executive workshops and strategy sessions
Establish value realization frameworks and governance models
Serve as a trusted advisor throughout customers' AI transformation journeys
Define enterprise reference architectures, integration patterns, governance frameworks, and operating models
Lead design of solutions spanning Agentic AI, virtual agents, AI copilots, workforce engagement, knowledge management, customer journey orchestration, data and analytics, automation platforms, and omnichannel customer experience
Ensure solutions align with security, privacy, regulatory, and responsible AI requirements
Provide architectural leadership for multi-cloud and hybrid-cloud deployments
Lead execution of enterprise AI initiatives from concept through production deployment and adoption
Guide customers in implementing Genesys Cloud AI Studio, Agentic Virtual Agents, AI Copilots, Predictive Engagement, Journey Management, Knowledge Management, and third-party AI and LLM ecosystems
Provide technical leadership for integrations involving CRM, ERP, data lakes, data warehouses, knowledge platforms, enterprise applications, LLM providers, and workflow automation platforms
Act as executive technical sponsor for strategic customer engagements
Coordinate cross-functional teams across Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering
Own executive-level accountability for business outcomes and value realization following deployment
Define KPI frameworks and success metrics
Drive continuous optimization through data-driven analysis, experimentation, and iterative AI improvement
Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks
Develop reusable methodologies, accelerators, and best practices
Identify expansion, innovation, and long-term partnership opportunities
Champion responsible AI principles and governance frameworks
Advise executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance
Represent Genesys as a thought leader through industry events, customer advisory boards, executive briefings, workshops, and market-facing initiatives
Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights

Requirements

What you’ll need

Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience
12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives
5+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs
Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders
Proven experience operating independently in highly complex and ambiguous environments
Strong track record of delivering measurable business outcomes through technology transformation initiatives
Experience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps
Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation
Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management
Expert knowledge of AWS, Microsoft Azure, and Google Cloud Platform
Strong experience with REST APIs, event-driven architectures, microservices, integration platforms, enterprise data architectures, data pipelines, JSON, and AI service integration
Experience integrating OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services
Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics
Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks
Exceptional executive communication and stakeholder engagement skills
Proven ability to influence C-suite executives and enterprise decision makers
Strong strategic thinking and business acumen
Demonstrated success leading large-scale enterprise transformation programs
Ability to build trusted advisor relationships with executives, architects, operational leaders, and technical teams
Experience mentoring senior consultants, architects, and transformation leaders
Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains
Experience across enterprise verticals is highly desirable

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