Lead AI Solutions Architect, Customer Success
On-siteZürich, Zurich, Switzerland
Job Summary
Design end-to-end AI solution architectures for customer programs, integrating Genesys Cloud, AI services, and enterprise applications while establishing standards for scalability, security, and resilience. Serve as technical authority for assigned engagements, guiding consultants through complex challenges, leading design workshops, and reviewing project team technical outputs. Advise customer stakeholders on architecture decisions and trade-offs, presenting recommendations to enterprise architects and IT leaders to build trusted advisor relationships. Define AI use cases such as virtual agents, agent copilots, and knowledge systems, ensuring responsible AI practices and data governance are incorporated into production deployments. Mentor consultants and support presales activities for complex technical opportunities within a global, matrixed environment.
Required Qualifications
- 7+ years of experience in solution architecture, technical consulting, or enterprise software delivery
- at least 3 years focused on AI or conversational / CX platforms
- Hands-on familiarity with Genesys Cloud or comparable CCaaS / CPaaS platforms, including routing, digital channels, and developer APIs
- Proven track record designing and deploying AI-powered solutions — virtual agents, LLM-based copilots, knowledge management systems, or predictive analytics — in production environments
- Solid understanding of cloud architecture patterns (AWS, GCP, or Azure) and integration technologies such as REST/GraphQL APIs, event streaming, and identity/security protocols
- Experience leading architecture design sessions, producing technical documentation, and presenting to senior technical and non-technical stakeholders
- Comfort operating in a global, matrixed professional services environment — managing scope, quality, and customer relationships simultaneously
- Strong communication skills: able to translate complex technical concepts for business audiences and business requirements into precise architectural decisions
- Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise contexts
Desired Qualifications
- Industry experience in telecommunications, financial services, or airlines is a plus
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