Principal AI Solutions Architect, Customer Success

🕒 July 15

🇲🇾 Malaysia – Remote

⏰ Full Time

🔴 Lead

💻 Solutions Engineer

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact • Partner with CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps • Lead value discovery by mapping business KPIs to portfolio-level AI initiatives • Assess value, effort, feasibility, and risk to prioritize strategic programs • Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems • Lead complex CX and AI process-redesign workshops across channels, business units, and systems • Ensure solutions comply with security, privacy, and regulatory requirements • Provide thought leadership on AI orchestration, agent augmentation, and responsible AI • Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites • Integrate Genesys AI components with CRM, ERP, and third-party systems • Establish implementation KPIs and analytics to measure model and journey performance • Evaluate solution performance against KPIs and refine designs using data-driven insights • Hand over production-ready assets and roadmaps to Customer Success and Professional Services teams • Document best practices and reusable accelerators • Champion responsible AI principles and apply guardrails against bias or unsafe responses • Mentor customer and partner teams to build AI maturity and self-sufficiency • Serve as an internal subject matter expert in AI-driven customer experience • Provide guidance, coaching, and training across the organization • Mentor peers and contribute to capability development across teams and partners • Guide customers through complexity and influence executive stakeholders on AI adoption strategy

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery • 12+ years of relevant experience (or equivalent) • 5+ years implementing CX, CRM or AI orchestration platforms • 3+ years in solution architecture, systems integration or AI-enabled process design • Experience working with APIs, data pipelines, and modern cloud environments including Genesys, AWS, Azure, or GCP • CX orchestration and workflow design across multiple platforms • Conversational AI or Agent Assist implementation across voice, chat, and messaging • Data and integration expertise including REST APIs, event-driven architecture, and JSON • Understanding of cloud infrastructure and microservices • Experience with reporting and analytics tools such as SQL, Tableau, or Power BI • Familiarity with data governance and security compliance • Knowledge of customer journey mapping and omnichannel CX processes • Strong analytical and critical thinking skills • Excellent communication and stakeholder engagement skills • Strong leadership in cross-functional environments • Familiarity with Insurance, Healthcare, Banking, Retail, or Public Sector industry verticals

🏖️ Benefits

• Flexible ways of working • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families