Principal AI Solutions Architect, Customer Success

🔥 13 hours ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $134.3k - $236.1k / year

⏰ Full Time

🔴 Lead

💻 Solutions Engineer

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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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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