Principal AI Solutions Architect, Customer Success

🔥 13 hours ago

🐊 Florida, North Carolina, +1 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🤠 Texas – 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

• Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance • Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI • Design integration patterns and data flows enabling orchestration across channels, platforms, and enterprise systems • Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes • Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities for scalable production deployment • Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact • Advise customers on architecture, platform capabilities, and long-term AI transformation roadmaps • Champion responsible AI practices and ensure compliance with security, privacy, HIPAA, and PCI standards • Partner across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization

🎯 Requirements

• 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, including experience with distributed architectures • Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems • Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes • Experience working with conversational AI, NLP, or AI-powered customer experience platforms • Strong stakeholder engagement skills, including experience working with executive-level audiences • Ability to operate independently in fast-paced, ambiguous environments • Solid understanding of data governance, security, and compliance frameworks • Experience with Genesys Cloud or other contact center platforms • Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks • Experience with customer journey mapping and omnichannel experience design • Background in Financial Services, Healthcare, Insurance, Retail, or Public Sector • Experience supporting large-scale digital transformation or enterprise AI adoption initiatives

🏖️ 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 • 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