Principal AI Solutions Architect, Customer Success

Be the one building AI-powered experiences where they matter most At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. The Self Service and Artificial Intelligence (SS&AI) team within Genesys Professional Services designs and delivers highly customized self-service, IVR, routing, and AI-powered virtual agent solutions that help enterprises create more effective customer experiences.

As a Principal AI Solutions Architect, you will own the technical architecture and end-to-end delivery of sophisticated customer solutions spanning conversational AI, generative AI, agentic AI, speech technologies, and automation across Genesys platforms. You will work directly with customers to translate complex business and customer experience requirements into scalable architectures and production-ready solutions. The role combines hands‑on development with architecture, integration consulting, Agile leadership, customer enablement, and technical guidance, providing significant influence over how solutions are designed and delivered. You will collaborate across Genesys and with technologies such as Google Dialogflow and Amazon Lex to solve complex conversational and self-service challenges. Your technical judgment will influence customer outcomes while also providing feedback to Genesys product teams on APIs, platform capabilities, documentation, and architecture. The role offers direct exposure to enterprise AI initiatives and the opportunity to deepen expertise in generative AI and agentic virtual agents while providing technical leadership across customer engagements and the broader SS&AI team.

Key Responsibilities

• Lead strategically important customer initiatives, owning technical architecture and end-to-end delivery of complex IVR, routing, conversational AI, generative AI, and agentic virtual agent solutions
• Design scalable customer interaction flows and solution architectures through customer workshops, applying Genesys platform capabilities, conversational design principles, and implementation best practices
• Develop and maintain IVR applications, NLU intent-based bots, routing solutions, virtual agents, and agentic virtual agents for voice, DTMF, speech, and digital interactions
• Drive architecture and integration decisions across Genesys technologies and third-party AI platforms, including Google Dialogflow and Amazon Lex, to deliver reliable and effective customer experiences
• Optimize speech experiences by defining ASR grammars, leading tuning activities, and applying advanced speech recognition practices to improve solution performance
• Lead Agile delivery for SS&AI initiatives by partnering with Product Owners and Scrum Masters on user stories and epics spanning IVR, routing, and AI-powered bot solutions
• Establish development estimates, testing strategies, and quality practices that improve delivery predictability and support successful user acceptance testing and production readiness
• Advise customers on technical strategy, architecture, coding practices, integration approaches, deployment decisions, and key deliverables while navigating complex customer situations with sound judgment
• Demonstrate and explain proposed solutions to customer and internal stakeholders, provide customer training, and lead knowledge transfer that enables effective adoption and ongoing solution ownership
• Influence product and platform improvements by providing actionable feedback on APIs, product capabilities, documentation, and architectures identified through customer implementations
• Collaborate across global technical, business, and customer teams while effectively navigating cultural, language, and time zone differences
• Provide technical leadership and guidance to the SS&AI team, exercising independent judgment on complex issues that can influence broader functional or regional outcomes

Required Qualifications

• 10+ years of experience designing and developing commercial IVR, routing, conversational AI, bot, or related customer experience solutions using relevant development tools and advanced speech recognition technologies
• 6+ years of experience developing voice or digital bots using platforms such as Google Dialogflow, Amazon Lex, or comparable conversational AI technologies, including webhook or fulfillment development
• Demonstrated expertise designing and delivering complex self-service solutions spanning IVR, NLU, speech, routing, virtual agents, generative AI, or agentic AI
• Demonstrated understanding of generative AI and agentic AI technologies, including practical experience applying AI-powered tools or capabilities to customer solutions
• Strong architecture and software development background, including experience with integrations, APIs, testing, deployment practices, and enterprise solution design
• Demonstrated experience in customer-facing technical consulting, including the ability to navigate challenging customer situations, establish credibility, and provide thought leadership on architecture and implementation decisions
• Proven ability to independently evaluate complex technical issues, exercise sound architectural judgment, and determine effective methods and technical approaches
• Experience working across Agile delivery teams and collaborating with Product Owners, Scrum Masters, project managers, developers, and business stakeholders
• Ability to collaborate effectively with customers and global teams during working hours aligned with U.S. customer and team requirements

Preferred Qualifications

• Bachelor's or master's degree in Computer Science, Engineering, or a related field, or equivalent relevant professional experience
• Development experience with Java, C#, PHP, or comparable programming languages
• Experience integrating conversational AI and virtual agent solutions with enterprise APIs, cloud services, and customer systems
• Experience leading technical delivery teams, mentoring technical professionals, or establishing architecture and development best practices
• Advanced experience with Genesys platforms, including the design and delivery of enterprise self-service, routing, and AI-powered customer experience solutions

Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $135,800.00 - 178,200.00

Benefits

• paid volunteer time
• August Free Fridays
• well-being resources
• regionally tailored programs for employees and their families

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at View email address on publisher.sourcingsquare.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow‑ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.