Principal AI Solutions Architect, Customer Success
$134,300–$236,100 year
On-siteCalifornia, United States or Texas, United States
Job Summary
Partner directly with C-suite executives to define enterprise AI strategies and guide customers from experimentation to production deployment. Lead discovery engagements to assess organizational readiness, then translate business objectives into scalable solutions spanning Agentic AI, virtual agents, and journey orchestration across AWS, Azure, and Google Cloud. Own accountability for value realization by establishing KPI frameworks, governance models, and AI Centers of Excellence that enable independent customer scaling. Represent Genesys as a thought leader in AI and customer experience transformation, influencing market strategy through executive briefings and advisory board contributions.
Required Qualifications
- Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience
- 12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives
- 5+ years of experience designing and implementing enterprise-scale AI, analytics, automation, or cloud transformation programs
- Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders
- Proven experience operating independently in highly complex and ambiguous environments
- Strong track record of delivering measurable business outcomes through technology transformation initiatives
- Experience influencing organizational strategy, executive decision-making, and enterprise technology roadmaps
Desired Qualifications
- Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation
- Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management
- Expert knowledge of cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform
- Strong experience with: REST APIs, Event-Driven Architectures, Microservices, Integration Platforms, Enterprise Data Architectures, Data Pipelines, JSON, AI Service Integration
- Experience integrating commercial and open-source AI ecosystems including OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services
- Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics
- Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks
- Exceptional executive communication and stakeholder engagement skills
- Proven ability to influence C-suite executives and enterprise decision makers
- Strong strategic thinking and business acumen with the ability to connect emerging AI technologies to measurable business outcomes
- Demonstrated success leading large-scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains
- Ability to build trusted advisor relationships with executives, architects, operational leaders, and technical teams
- Experience mentoring senior consultants, architects, and transformation leaders
- Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains
- Experience across industries including Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals
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