Senior Principal AI Solutions Architect, Customer Success

🕒 September 24

🏄 California, North Carolina, +1 more states – Remote

🏄 California – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $159.5k - $280.5k / year

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Partner with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration • Lead enterprise discovery engagements and assess business objectives, operational challenges, customer experience gaps, AI maturity, value, complexity, risk, and organizational readiness • Develop strategic AI transformation roadmaps and facilitate executive workshops • Establish value realization frameworks and governance models • Serve as a trusted advisor throughout customers' AI transformation journeys • Translate business objectives and customer experience goals into scalable AI-powered solutions • Define enterprise reference architectures, integration patterns, governance frameworks, and operating models • Lead design of solutions spanning Agentic AI, virtual agents, AI copilots, workforce engagement, knowledge management, journey orchestration, data and analytics, automation platforms, and omnichannel customer experience • Ensure solutions align with security, privacy, regulatory, and responsible AI requirements • Provide architectural leadership for multi-cloud and hybrid-cloud deployments across AWS, Azure, and Google Cloud • Lead technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption • Guide implementation 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 • Act as executive technical sponsor for strategic customer engagements • Coordinate Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering teams • Own executive-level accountability for business outcomes and value realization after deployment • Define KPI frameworks and success metrics • Drive continuous optimization through data analysis, experimentation, and iterative AI improvement • Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks • Develop reusable methodologies, accelerators, and best practices • Identify expansion, innovation, and partnership growth opportunities • Champion responsible AI principles and governance • Advise executives on AI risk management, governance, security, privacy, explainability, and regulatory compliance • Establish guardrails and operating standards for safe, scalable AI adoption • Represent Genesys as a thought leader through industry events, customer advisory boards, executive briefings, strategic workshops, and market-facing initiatives • Influence Genesys AI strategy through customer feedback, industry trends, and emerging technology insights

🎯 Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience • 12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives • 5+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs • Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders • Proven experience operating independently in highly complex and ambiguous environments • Strong track record of delivering measurable business outcomes through technology transformation initiatives • Experience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps • Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation • Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management • Expert knowledge of AWS, Microsoft Azure, and Google Cloud Platform • Strong experience with REST APIs, event-driven architectures, microservices, integration platforms, enterprise data architectures, data pipelines, JSON, and AI service integration • Experience integrating OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services • Deep 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 skills • Proven ability to influence C-suite executives and enterprise decision makers • Strong strategic thinking and business acumen • Demonstrated success leading large-scale enterprise transformation programs • Ability to build trusted advisor relationships • Experience mentoring senior consultants, architects, and transformation leaders • Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains • Experience across enterprise industries is highly desirable

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth 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 education support