Principal AI Solutions Architect, Customer Success

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

📋 Description

• Take full ownership of technical engagement with strategic clients, converting intricate business challenges and customer experience KPIs into scalable AI solutions that yield measurable benefits.

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

• Prioritize AI projects based on business value, feasibility, effort, and potential for adoption, assisting clients in progressing from experimentation to production and ongoing value realization.

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

• Facilitate workshops for process redesign and architecture that enhance customer journeys, streamline workflows, and ensure consistent experiences across digital and voice channels.

• Rapidly deliver proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and associated AI capabilities, establishing clear pathways to production scalability and enterprise adoption.

• Oversee the integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems utilizing REST APIs, event-driven architectures, JSON, and LLM services.

• Foster continuous value engineering post-launch by assessing performance against customer KPIs, refining AI solutions, recognizing expansion opportunities, and crafting roadmaps for sustained business impact.

• Shape the technical direction throughout the broader delivery ecosystem by collaborating with specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other relevant teams.

• Advocate for responsible AI architecture by integrating essential security, privacy, governance, safety, and compliance measures, including adherence to PCI and HIPAA requirements where applicable.

• Enhance customer AI maturity by acting as a trusted technical advisor, imparting knowledge, documenting reusable accelerators, and empowering customer teams to manage and expand solutions with increased self-sufficiency.

⛳️ Requirements

• 8+ years of professional experience in consulting, implementing, architecting, or supporting enterprise customer experience, CRM, AI, automation, or experience orchestration platforms.

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

• Extensive hands-on experience with contemporary 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.

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

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

• Familiarity with data governance, security, privacy, and regulatory requirements pertinent to enterprise AI and customer experience environments.

• Strong analytical and critical-thinking abilities, with a demonstrated capacity to connect technical architecture choices to business outcomes and customer KPIs.

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

• Proven ability to work independently and apply sound technical judgment in ambiguous, rapidly evolving customer environments.

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

• Experience in customer journey mapping, omnichannel customer experience processes, and process redesign within large enterprise settings.

• Familiarity with enterprise change management, AI adoption initiatives, and large-scale technology transformation.

• Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar roles.

• Experience creating reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks.

• Knowledge of one or more industry verticals 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 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.

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