Principal AI Solutions Architect, Customer Success

This is a fully remote position, open to applicants in Florida, +6 more locations.

📋 Description

• Take ownership of comprehensive technical engagement with key customers.

• Convert intricate business challenges and customer experience KPIs into scalable AI solutions.

• Oversee discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX.

• Prioritize AI projects based on business value, feasibility, effort, and potential for adoption.

• Create reference architectures, integration patterns, data flows, and governance strategies for AI-driven experience orchestration.

• Facilitate process redesign and architecture workshops to enhance customer journeys and optimize workflows.

• Rapidly deliver proofs of concept and minimum viable products utilizing Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and other related AI functionalities.

• Provide guidance on integrating Genesys AI capabilities with CRM, ERP, cloud, data, APIs, and third-party ecosystems.

• Drive ongoing value engineering post-launch by assessing performance against customer KPIs, refining AI solutions, identifying growth opportunities, and developing strategic roadmaps.

• Influence the technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other relevant teams.

• Advocate for responsible AI architecture through security, privacy, governance, safety, and compliance measures, including PCI and HIPAA where applicable.

• Enhance customer AI maturity through technical consulting, knowledge transfer, reusable accelerators, documentation, and enablement.

⛳️ Requirements

• Over 10 years of industry experience in consulting, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms.

• Proven success in designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer settings.

• Strong practical experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or similar technologies.

• In-depth knowledge of enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration.

• Familiarity with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration.

• Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns.

• Working knowledge of data governance, security, privacy, and regulatory requirements pertinent to enterprise AI and customer experience sectors.

• Excellent analytical and critical-thinking skills, with the ability to link technical architecture choices to business outcomes and customer KPIs.

• Outstanding communication and stakeholder engagement abilities, including advising senior technical leaders, business executives, and cross-functional enterprise teams.

• Capability to work independently and exercise sound technical judgment in ambiguous, fast-paced customer environments.

• Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related field, or equivalent practical experience in CX or AI solution delivery.

• Preferred qualifications include customer journey mapping, omnichannel CX processes, process redesign, enterprise change management, AI adoption initiatives, large-scale technology transformations, reusable reference architectures, technical accelerators, AI governance frameworks, and knowledge of industry verticals.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and remote work opportunities.

• Opportunities for development and career growth.

• Open Time Off alongside 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Access to mentorship, learning programs, leadership development, and educational support.

• Paid volunteer time.

• August Free Fridays.

• Resources for well-being and regionally tailored programs for employees and their families.

• Opportunities for commission or performance-based bonuses may be available.