Lead AI Solutions Architect, Customer Success

This is a fully remote position, open to applicants in Florida, +9 more states.

📋 Description

• Define comprehensive AI-driven digital solution architectures for customer initiatives.

• Create solutions across Genesys Cloud digital channels, which include Web Messaging, SMS, Email, digital routing, and associated functionalities.

• Design integrations among Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies.

• Set architectural standards focusing on scalability, resilience, security, and maintainability.

• Review and offer technical guidance on solution designs developed by project teams.

• Act as the technical authority for designated customer engagements.

• Assist consultants and implementation teams in navigating complex technical challenges.

• Lead architecture workshops, discovery sessions, and technical design discussions with clients.

• Provide governance throughout the delivery process to ensure compliance with approved architecture, project scope, and customer specifications.

• Design AI use cases, including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enhanced digital experiences.

• Develop customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing.

• Specify data requirements, integration patterns, and considerations for AI governance.

• Embed responsible AI practices within solution designs.

• Assess emerging Genesys Cloud Digital and AI capabilities for customer applications.

• Counsel customer technical stakeholders on architectural decisions and trade-offs.

• Convert customer business requirements and digital use cases into actionable technical solutions.

• Deliver technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders.

• Establish trusted-advisor relationships with customer technical teams.

• Identify and relay technical risks, dependencies, and scope issues.

• Contribute reusable assets, reference architectures, implementation patterns, and best practices.

• Mentor consultants and senior consultants.

• Assist in presales activities for intricate Digital and AI opportunities.

• Participate in internal enablement and knowledge-sharing initiatives.

⛳️ Requirements

• Over 7 years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with substantial experience in Digital, AI, conversational AI, or CX platforms.

• Hands-on experience with Genesys Cloud or similar CCaaS or CPaaS platforms, especially with digital channels, routing, Architect, and developer APIs.

• Proven experience in designing and implementing digital customer experiences across Web Messaging, SMS, Email, digital routing, or similar messaging channels.

• Demonstrated success in designing and deploying AI-driven solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation.

• Strong knowledge of enterprise integration technologies, including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns.

• Solid understanding of cloud architecture patterns across AWS, Azure, or GCP.

• Experience in leading architecture and technical design sessions, generating technical documentation, and presenting recommendations to senior technical and non-technical stakeholders.

• Capability to independently resolve complex technical challenges and collaborate with Product, Engineering, Care, project teams, and customer technical organizations to achieve solutions.

• Excellent communication and customer-facing skills, with the ability to simplify complex technical concepts for business audiences and translate business requirements into technical designs.

• Ability to function effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities.

• Familiarity with responsible AI principles, data governance, and security-by-design practices within enterprise settings.

• Genesys Cloud certifications and experience with Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are advantageous.

🏝️ Benefits

• Medical, Dental, and Vision Insurance

• Telehealth coverage

• Flexible work schedules and work from home options

• Opportunities for development and career advancement

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Support for fertility treatments

• Paid volunteer time

• August Free Fridays

• Resources for well-being

• Regionally tailored programs for employees and their families

• Mentorship, learning programs, leadership development, and educational support