Principal AI Solutions Architect, Customer Success

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take charge of comprehensive technical engagement with key customers, converting intricate business challenges and customer experience KPIs into scalable AI solutions.

• Spearhead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel customer experience.

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

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

• Facilitate process redesign and architecture workshops aimed at enhancing customer journeys and optimizing workflows across digital and voice channels.

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

• Direct the integration of Genesys AI features with CRM, ERP, cloud, data, API, and third-party ecosystems.

• Promote ongoing value engineering post-launch by assessing performance against customer KPIs, fine-tuning AI solutions, identifying growth opportunities, and creating roadmaps.

• Shape technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and various other teams.

• Advocate for responsible AI architecture with a focus on security, privacy, governance, safety, and compliance controls, including PCI and HIPAA where applicable.

• Enhance customer AI maturity by acting as a trusted technical advisor, sharing knowledge, documenting reusable accelerators, and empowering customer teams to manage and expand solutions.

⛳️ Requirements

• Over 8 years of industry experience in consulting, implementing, architecting, or supporting enterprise customer experience (CX), customer relationship management (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.

• Extensive hands-on 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, natural language processing (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.

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

• Strong analytical and critical thinking abilities, with a demonstrated capacity to connect architectural decisions to business results and customer KPIs.

• Excellent communication and stakeholder engagement skills, with experience advising senior technical leaders, business executives, and cross-functional enterprise teams.

• Proven ability to work independently and exercise sound technical judgment in dynamic, 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: Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise settings.

• Preferred: Knowledge of enterprise change management, AI adoption initiatives, and large-scale technology transformation.

• Preferred: Experience in influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar areas.

• Preferred: Experience in developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks.

• Preferred: Familiarity with one or more industry sectors such as insurance, healthcare, financial services, retail, or the public sector.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and remote work opportunities.

• Opportunities for development and career advancement.

• Open Time Off along with 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 and regionally tailored programs for employees and their families.