Senior Manager, AI Solutions Architect, Customer Success

Genesys

. Lead, develop, and retain a team of Principal and senior AI Solutions Architects delivering strategic Agentic AI Orchestration engagements across North America .

Posted 10/27/2026full-timeRemote • United StatesSenior💰 $134,300 - $236,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing high-performing technical teams, particularly in AI and cloud architecture, while effectively managing complex customer engagements and aligning technical solutions with business outcomes. Proficient in establishing governance and best practices for enterprise AI implementations, ensuring security, compliance, and production readiness.

Highest-signal resume keywords

AI Solutions ArchitectureCloud ArchitectureCustomer Experience TransformationTechnical LeadershipStakeholder Management

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Applicant Tracking System Keywords

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Hard Skills

AI Integration PatternsConversational AIWorkflow AutomationEnterprise SecurityData IntegrationAPIsTechnical Program ManagementReusable Reference ArchitecturesEmerging Technology DeploymentCustomer Journey Design

Soft Skills

CoachingExecutive CommunicationDecision-MakingInfluencing Without AuthorityTalent Development

Tools & Technologies

Genesys CloudEnterprise CX PlatformsAI Governance FrameworksAutomation ToolsData Science Tools

Industry Keywords

Financial ServicesHealthcareInsuranceRetailTelecommunicationsPublic Sector

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead, develop, and retain a team of Principal and senior AI Solutions Architects delivering strategic Agentic AI Orchestration engagements across North America
Establish technical, security, and delivery guardrails while enabling architects to operate autonomously
Own the health and outcomes of the team's customer engagement portfolio, including measurable customer value, production readiness, adoption, and expansion potential
Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies
Engage directly in architecture discussions, mentor architects, and handle complex customer situations or escalations
Guide teams through ambiguous customer environments based on business value, technical feasibility, customer readiness, risk, and time-to-value
Partner with customer business and technology leaders to establish executive alignment and resolve barriers
Serve as an escalation point for complex customer and technical issues
Coordinate with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering
Build feedback loops with Product and Engineering to translate customer experience into product insights, capability gaps, and priorities
Identify successful patterns and transform them into reusable architectures, accelerators, best practices, and delivery approaches
Champion responsible enterprise AI practices, including security, privacy, governance, safety, compliance, and production readiness
Manage team capacity and engagement priorities
Recruit, onboard, coach, and develop high-performing technical talent
Represent A2O to senior Genesys leadership and communicate portfolio progress, customer outcomes, risks, product feedback, and broader business opportunities
Evolve the A2O operating model based on field experience

Requirements

What you’ll need

10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines
Demonstrated experience leading and developing senior technical professionals, including architects, consultants, engineers, or comparable roles
Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms
Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders
Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns
Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs
Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority
Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives
Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined
Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals
Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact
Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions
Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience
Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives
Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems
Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption
Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs
Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks
Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence
Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign
Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, 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