Principal AI Solutions Architect, Customer Success (, NC, United States)

Omnichannel Customer Experience

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real‑world enterprise environments every day.

Principal AI Solutions Architect, Customer Success

About This Role

Genesys is seeking a Principal AI Solutions Architect, Customer Success to lead the next generation of AI-powered customer experience transformation.

This role serves as a strategic advisor, enterprise architect, and transformation leader responsible for helping the world's largest organizations realize measurable business outcomes through Agentic AI, Experience Orchestration, Automation, and Data-Driven Customer Engagement.

As a Principal AI Solutions Architect, Customer Success, you will operate at the intersection of business strategy, AI innovation, customer experience transformation, and executive leadership. You will partner directly with C‑suite executives, business leaders, and technical stakeholders to define enterprise AI strategies, architect scalable solutions, and guide customers from AI experimentation to enterprise-wide adoption and continuous innovation.

You will influence customer transformation roadmaps, shape Genesys AI strategy through customer insight and market feedback, and establish repeatable frameworks that accelerate AI success across the Genesys customer ecosystem.

This role offers a unique opportunity to define how enterprises adopt Agentic AI and establish Genesys as the market leader in AI-powered experience orchestration.

What You'll Do

Executive Discovery and Strategic Alignment

• Partner directly with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilities.
• Lead enterprise discovery engagements to understand business objectives, operational challenges, customer experience gaps, and AI maturity across the organization.
• Develop strategic AI transformation roadmaps aligned to customer business priorities and measurable business outcomes.
• Assess value, complexity, risk, and organizational readiness to prioritize initiatives with the highest potential impact.
• Facilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automation.
• Establish value realization frameworks and governance models that support long‑term AI success.
• Serve as a trusted advisor to customer executives throughout their AI transformation journey.

Enterprise Architecture and Solution Design

Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.

Define enterprise reference architectures, integration patterns, governance frameworks, and operating models for AI-powered experience orchestration.

Lead the design of complex solutions spanning:

• Agentic AI
• Virtual Agents
• AI Copilots
• Workforce Engagement
• Knowledge Management
• Customer Journey Orchestration
• Data and Analytics
• Automation Platforms
• Omnichannel Customer Experience

Establish reusable architectural patterns that can be leveraged across customers, industries, and strategic initiatives.

Ensure all solutions align with security, privacy, regulatory, and responsible AI requirements including GDPR, HIPAA, PCI, SOC2, and emerging AI governance standards.

Provide strategic architectural leadership for multi‑cloud and hybrid‑cloud deployments across AWS, Azure, and Google Cloud.

AI Transformation and Solution Delivery

Lead the technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption.

Guide customers in designing and implementing scalable AI solutions leveraging:

• Genesys Cloud AI Studio
• Agentic Virtual Agents
• AI Copilots
• Predictive Engagement
• Journey Management
• Knowledge Management
• Third‑party AI and LLM ecosystems

Provide technical leadership for integrations involving:

• CRM Platforms
• ERP Systems
• Data Lakes
• Data Warehouses
• Knowledge Platforms
• Enterprise Applications
• LLM Providers
• Workflow Automation Platforms

Act as executive technical sponsor for strategic customer engagements and high‑profile AI transformation initiatives.

Coordinate cross‑functional teams including Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.

Enterprise Optimization and Value Realization

• Own executive‑level accountability for business outcomes and value realization following deployment.
• Define KPI frameworks and success metrics that demonstrate measurable impact across customer experience, operational efficiency, workforce productivity, and revenue growth.
• Drive continuous optimization through data‑driven analysis, experimentation, and iterative AI improvement.
• Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks that enable customers to scale AI innovation independently.
• Develop reusable methodologies, accelerators, and best practices that improve delivery consistency and speed across strategic customer programs.
• Identify opportunities for expansion, innovation, and long‑term partnership growth through proactive engagement and thought leadership.

Governance, Responsible AI, and Industry Leadership

• Champion responsible AI principles and governance frameworks that ensure ethical, transparent, and compliant AI deployment.
• Advise executive stakeholders on AI risk management, governance, security, privacy, explainability, and regulatory compliance.
• Establish guardrails and operating standards that support safe and scalable AI adoption.
• Represent Genesys as a thought leader in AI, customer experience transformation, and experience orchestration.
• Contribute to industry events, customer advisory boards, executive briefings, strategic workshops, and market‑facing initiatives.
• Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights.

What We're Looking For

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.

Desired Technical Skills

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 cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform.

Strong experience with:

• REST APIs
• Event‑Driven Architectures
• Microservices
• Integration Platforms
• Enterprise Data Architectures
• Data Pipelines
• JSON
• AI Service Integration

Experience integrating commercial and open‑source AI ecosystems including 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.

Business And Leadership Skills

• Exceptional executive communication and stakeholder engagement skills.
• Proven ability to influence C‑suite executives and enterprise decision makers.
• Strong strategic thinking and business acumen with the ability to connect emerging AI technologies to measurable business outcomes.
• Demonstrated success leading large‑scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains.
• 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 industries including Financial Services, Healthcare, Insurance, Retail, T]]>