Principal AI Solutions Architect, Customer Success

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

📋 Description

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

• Spearhead enterprise discovery engagements, evaluating business objectives, operational challenges, customer experience gaps, AI maturity, value, complexity, risk, and organizational readiness.

• Create AI transformation roadmaps that align with customer priorities and measurable outcomes.

• Conduct executive workshops and strategy sessions centered on AI adoption, modernizing customer experience, workforce transformation, and enterprise automation.

• Establish frameworks for value realization and governance models.

• Act as a trusted advisor to customer executives throughout their AI transformation journeys.

• Convert business objectives and customer experience aspirations into scalable AI-driven solutions.

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

• Direct the design of solutions encompassing Agentic AI, Virtual Agents, AI Copilots, Workforce Engagement, Knowledge Management, Customer Journey Orchestration, Data and Analytics, Automation Platforms, and Omnichannel Customer Experience.

• Ensure that solutions comply with security, privacy, regulatory, and responsible AI requirements, including GDPR, HIPAA, PCI, SOC2, and evolving AI governance standards.

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

• Oversee the technical and strategic execution of enterprise AI initiatives from conception through production deployment and adoption.

• Assist customers in implementing 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 platforms, ERP systems, data lakes, data warehouses, knowledge platforms, enterprise applications, LLM providers, and workflow automation platforms.

• Serve as the executive technical sponsor for strategic customer engagements and high-profile AI transformation projects.

• Coordinate efforts among Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering teams.

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

• Define KPI frameworks and success metrics.

• Promote continuous optimization through data-driven analysis, experimentation, and iterative improvements in AI.

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

• Develop reusable methodologies, accelerators, and best practices.

• Identify opportunities for growth, innovation, and long-term partnership enhancement.

• Advocate for responsible AI principles and governance frameworks.

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

• Set guardrails and operational standards for safe and scalable AI adoption.

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

• Shape the future Genesys AI strategy through customer feedback, industry trends, and insights into emerging technologies.

⛳️ 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 8 years of experience in leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives.

• More than 3 years of experience in designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs.

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

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

• A strong track record of delivering measurable business outcomes through technology transformation efforts.

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

• Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation.

• Comprehensive 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.

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

• In-depth 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.

• Exceptional skills in executive communication and stakeholder engagement.

• Proven ability to influence C-suite executives and enterprise decision-makers.

• Strong strategic thinking and business acumen.

• Demonstrated success in leading large-scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains.

• 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 industries is highly desirable.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities for remote work.

• Development and career advancement opportunities.

• Open Time Off.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

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

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Commission or performance-based bonus opportunities may be available.