Senior Manager, AI Solutions Architect, Customer Success

🔥 0 minutes ago

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

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

💵 $134.3k - $236.1k / 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

• Lead, develop, and retain a team of Principal and senior AI Solutions Architects delivering strategic Agentic AI Orchestration engagements across North America • Establish autonomy, technical standards, security guardrails, and delivery priorities for the architecture team • Own the health and outcomes of the team's customer-engagement portfolio, including measurable value, production readiness, adoption, and expansion potential • Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies • Engage directly in architecture discussions, mentor architects, and handle complex customer situations or escalations • Guide teams through ambiguous customer environments based on business value, technical feasibility, readiness, risk, and time-to-value • Partner with customer business and technology leaders to establish executive alignment and resolve barriers • Serve as an escalation point for complex customer and technical issues • Coordinate Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering resources • Build feedback loops with Product and Engineering to translate customer experience into product insights and priorities • Turn successful engagement patterns into reusable architectures, accelerators, best practices, and delivery approaches • Champion responsible enterprise AI practices covering security, privacy, governance, safety, compliance, and production readiness • Manage team capacity and engagement priorities • Recruit, onboard, coach, and develop technical talent • Represent the Agentic AI Orchestration program to senior Genesys leadership and communicate portfolio progress, outcomes, risks, feedback, and opportunities • Evolve the A2O operating model based on field experience

🎯 Requirements

• 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines • Demonstrated experience leading and developing senior technical professionals, including architects, consultants, engineers, or comparable roles • Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms • Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders • Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns • Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs • Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority • Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives • Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined • Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals • Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact • Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions • Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience • Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives • Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems • Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption • Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs • Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks • Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence • Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign • Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, 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 • 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

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