Principal AI Solutions Architect, Customer Success

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Oversee the comprehensive delivery of Agentic AI solutions that enhance customer experience metrics and operational effectiveness.

• Convert business goals into scalable AI architectures that promote automation, efficiency, and measurable return on investment (ROI).

• Create integration patterns and data flows that facilitate orchestration across various channels, platforms, and enterprise systems.

• Foster alignment among customer stakeholders and internal teams to expedite AI adoption and guarantee successful results.

• Rapidly produce proofs of concept (POCs) and minimum viable products (MVPs) utilizing Genesys Cloud AI capabilities for scalable production deployment.

• Refine AI solutions after launch through ongoing iteration, enhancing accuracy, performance, and business impact.

• Provide guidance to customers on architecture, platform capabilities, and long-term AI transformation strategies.

• Advocate for responsible AI practices, ensuring compliance with security, privacy, HIPAA, and PCI standards.

• Collaborate across product, engineering, and customer teams to promote innovation while upholding governance, scalability, and long-term value realization.

⛳️ Requirements

• Over 8 years of experience in delivering customer experience (CX), customer relationship management (CRM), or AI-driven solutions within enterprise settings.

• Extensive knowledge of cloud platforms such as AWS, Azure, or GCP, along with experience in distributed architectures.

• Demonstrated experience with APIs, data pipelines, and contemporary integration patterns including REST, JSON, and event-driven systems.

• Proven capability to convert business requirements into scalable technical solutions with quantifiable results.

• Experience with conversational AI, natural language processing (NLP), or AI-enhanced customer experience platforms.

• Strong skills in stakeholder engagement, including experience with executive-level audiences.

• Ability to function independently in fast-paced and ambiguous settings.

• Comprehensive understanding of data governance, security, and compliance frameworks.

• Familiarity with Genesys Cloud or other contact center solutions.

• Knowledge of LLM integrations, agent-assist technologies, or AI orchestration frameworks.

• Experience with customer journey mapping and omnichannel experience design.

• Background in Financial Services, Healthcare, Insurance, Retail, or the Public Sector.

• Experience in supporting large-scale digital transformation or enterprise AI adoption projects.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Opportunities for development and career advancement.

• Open Time Off alongside 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.

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