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.

Role Overview

This role drives enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale. You will own the end-to-end orchestration of Agentic AI solutions, from early discovery through continuous optimization, influencing both technical direction and business outcomes. Working directly with senior customer stakeholders, you will align AI initiatives to measurable KPIs, ensuring each deployment improves experience quality, operational efficiency, or revenue performance. Your work will directly impact how enterprises evolve from isolated AI pilots to sustained, enterprise-wide transformation. This role offers exposure to complex, multi-system architectures and cutting-edge AI capabilities, including virtual agents, copilots, and orchestration frameworks.

Key Responsibilities

• Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency.
• Translate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfaction.
• Design reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systems.
• Drive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realization.
• Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalability.
• Optimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impact.
• Influence enterprise AI strategy by advising on platform evolution, integration approaches, and long‑term transformation roadmaps.
• Champion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standards.

Required Qualifications

• 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments.
• Strong expertise in cloud platforms such as AWS, Azure, or GCP, with hands‑on experience in distributed systems and integrations.
• Proven experience designing and implementing API‑driven and event‑based architectures using REST, JSON, and modern integration patterns.
• Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes.
• Experience working with conversational AI, NLP, or AI‑driven customer experience platforms.
• Strong stakeholder engagement skills, including experience working with senior executives and cross‑functional teams.
• Ability to operate independently in complex, fast‑moving environments with high ambiguity.
• Solid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deployments.

Preferred Qualifications

• Experience with Genesys Cloud or similar contact center platforms.
• Background in AI orchestration, LLM integrations, or agent‑assist technologies.
• Familiarity with customer journey mapping and omnichannel experience design.
• Experience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector.
• Exposure to large‑scale digital transformation or enterprise AI adoption programs.

Benefits and Compensation

Benefits include comprehensive extended group health coverage, generous paid time off (vacation and personal leave), a retirement savings program with employer RRSP matching up to a prescribed maximum, family‑friendly benefits such as parental leave top‑up and adoption assistance, and growth opportunities through learning resources and internal mobility programs. Optional benefits are paid volunteer time, paid well‑being resources and regionally tailored programs for employees and their families.

Compensation: This role has a market‑competitive salary with an anticipated base compensation range of $136,100.00 – $178,600.00, depending on experience, qualifications, skills, and location. Salary may also include commission or performance‑based bonus opportunities.

Equal Opportunity Employer

Genesys is an equal opportunity employer. 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.