Principal AI Solutions Architect, Customer Success

This is a fully remote position, open to applicants in Arizona, +7 more locations.

📋 Description

• Collaborate with executive stakeholders, business leaders, and enterprise architects to discover transformational possibilities utilizing Genesys AI and Experience Orchestration.

• Direct enterprise discovery engagements and create strategic AI transformation roadmaps.

• Evaluate value, complexity, risk, and organizational readiness to prioritize initiatives effectively.

• Facilitate executive workshops and strategy sessions.

• Develop frameworks for value realization and governance models.

• Act as a trusted advisor throughout clients’ AI transformation journeys.

• Define enterprise reference architectures, integration patterns, governance frameworks, and operational models.

• Oversee the design of solutions encompassing Agentic AI, virtual agents, AI copilots, workforce engagement, knowledge management, customer journey orchestration, data analytics, automation platforms, and omnichannel customer experience.

• Ensure solutions comply with security, privacy, regulatory, and responsible AI standards.

• Provide architectural guidance for multi-cloud and hybrid-cloud deployments.

• Lead the implementation of enterprise AI initiatives from conception to production deployment and user adoption.

• Assist clients in deploying Genesys Cloud AI Studio, Agentic Virtual Agents, AI Copilots, Predictive Engagement, Journey Management, Knowledge Management, and third-party AI and LLM ecosystems.

• Offer technical leadership for integrations involving CRM, ERP, data lakes, data warehouses, knowledge platforms, enterprise applications, LLM providers, and workflow automation platforms.

• Serve as an executive technical sponsor for key customer engagements.

• Coordinate cross-functional teams across Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.

• Hold executive-level accountability for business outcomes and value realization post-deployment.

• Define KPI frameworks and success metrics.

• Propel continuous optimization through data-driven analysis, experimentation, and iterative AI enhancements.

• Establish AI Centers of Excellence, operational models, governance processes, and adoption frameworks.

• Create reusable methodologies, accelerators, and best practices.

• Identify opportunities for expansion, innovation, and long-term partnerships.

• Advocate for responsible AI principles and governance frameworks.

• Counsel executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance.

• Represent Genesys as a thought leader at industry events, customer advisory boards, executive briefings, workshops, and market-facing initiatives.

• Influence the future strategy of Genesys AI through customer insights, industry trends, and emerging technology developments.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related field, or equivalent practical experience.

• Over 12 years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives.

• More than 5 years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs.

• Proven success in leading strategic engagements with Fortune 1000 organizations and executive stakeholders.

• Established ability to operate independently in complex and ambiguous environments.

• Strong history of delivering measurable business results through technology transformation initiatives.

• Experience in shaping organizational strategy, executive decision-making, and enterprise technology roadmaps.

• Extensive knowledge in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation.

• Solid 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.

• Significant experience with REST APIs, event-driven architectures, microservices, integration platforms, enterprise data architectures, data pipelines, JSON, and AI service integration.

• Familiarity with integrating OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services.

• Deep knowledge of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics.

• Understanding of enterprise governance, security, privacy, compliance, and responsible AI frameworks.

• Exceptional communication skills and stakeholder engagement abilities at the executive level.

• Demonstrated capability to influence C-suite executives and enterprise decision-makers.

• Strong strategic thinking and business acumen.

• Proven success in managing large-scale enterprise transformation programs.

• Ability to cultivate 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 fields.

• Experience across various enterprise verticals is highly desirable.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and remote work opportunities.

• Opportunities for development and career growth.

• 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.