Senior Principal AI Solutions Architect, Customer Success

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

📋 Description

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

• Spearhead enterprise discovery initiatives and evaluate business objectives, operational challenges, customer experience deficiencies, AI maturity, value, complexity, risk, and organizational preparedness.

• Create strategic AI transformation roadmaps and lead executive workshops.

• Establish frameworks for value realization and governance models.

• Act as a trusted advisor throughout the AI transformation journeys of clients.

• Convert business objectives and customer experience aspirations into scalable AI-powered 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, journey orchestration, data analytics, automation platforms, and omnichannel customer experiences.

• Ensure that solutions comply with security, privacy, regulatory, and responsible AI standards.

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

• Oversee the technical and strategic implementation of enterprise AI initiatives from inception to production deployment and acceptance.

• Guide implementations using Genesys Cloud AI Studio, Agentic Virtual Agents, AI Copilots, Predictive Engagement, Journey Management, Knowledge Management, and third-party AI/LLM ecosystems.

• Lead 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 key customer engagements.

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

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

• Define KPI frameworks and success metrics.

• Promote continuous optimization through data analysis, experimentation, and iterative AI enhancement.

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

• Create reusable methodologies, accelerators, and best practices.

• Identify opportunities for expansion, innovation, and partnership growth.

• Advocate for responsible AI principles and governance.

• Provide counsel to executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance.

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

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

• Shape Genesys AI strategy based on customer insights, industry trends, and emerging technology developments.

⛳️ 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 12 years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation projects.

• More than 5 years of experience in designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation initiatives.

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

• Demonstrated ability to operate independently in highly complex and ambiguous settings.

• Strong history of delivering measurable business results through technology transformation efforts.

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

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

• Strong comprehension of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management.

• Expert-level knowledge of AWS, Microsoft Azure, and Google Cloud Platform.

• Extensive experience with REST APIs, event-driven architectures, microservices, integration platforms, enterprise data architectures, data pipelines, JSON, and AI service integration.

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

• Profound 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 executive communication and stakeholder engagement abilities.

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

• Strong strategic thinking and business acumen.

• Demonstrated success in leading large-scale enterprise transformation programs.

• Ability to foster trusted advisor relationships.

• Experience in 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 remote work opportunities.

• Development and career advancement opportunities.

• Open Time Off.

• 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.