Principal AI Solutions Architect, Customer Success

🕒 il y a 2 jours

🌲 North Carolina – Distant

🌲 North Carolina – Remote

💵 $134 300 - $236 100 / an

⏰ Temps Plein

🔴 Expert

💻 Ingénieur Solutions

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Genesys

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1990

💼 Conseil

🏥 Santé

🛡️ Assurance

Consulting • Healthcare • Insurance

Genesys est un fournisseur de premier plan de solutions d'orchestration d'expérience alimentées par l'IA, conçues pour offrir des expériences personnalisées à grande échelle. Leurs offres incluent des logiciels de centre de contact complets, des solutions de gestion de l'engagement de la main-d'œuvre, et une plateforme ouverte avec une architecture cloud. Les plateformes Genesys Cloud CX et EX optimisent les expériences clients et employés via une automatisation intelligente et une IA intégrée, permettant un engagement transparent sur tous les canaux. Avec un accent sur divers secteurs tels que la banque, la santé, le commerce de détail, l'assurance et le gouvernement, Genesys aide les organisations à transformer le paysage des interactions clients et employés. De plus, leur AppFoundry Marketplace propose des applications pré-intégrées pour étendre les fonctionnalités de la plateforme.

Description

• Own end-to-end technical engagement with strategic customers, translating complex business challenges and customer experience KPIs into scalable AI solutions • Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX • Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential • Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration • Lead process redesign and architecture workshops to improve customer journeys and streamline workflows across digital and voice channels • Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities • Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems • Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps • Influence technical direction across Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams • Champion responsible AI architecture with security, privacy, governance, safety, and compliance controls, including PCI and HIPAA where applicable • Build customer AI maturity by serving as a trusted technical advisor, transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions

🎯 Exigences

• 8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms • Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments • Strong hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform, or comparable technologies • Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration • Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration • Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns • Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments • Strong analytical and critical-thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs • Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams • Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments • Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery • Preferred: Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments • Preferred: Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation • Preferred: Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions • Preferred: Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks • Preferred: Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector

🏖️ Avantages

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources and regionally tailored programs for employees and their families