Principal AI Solutions Architect, Customer Success

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Principal AI Solutions Architect Customer Success

Professional Services AI & Digital Solutions EMEA

As a Principal AI Solutions Architect Customer Success at Genesys you will serve as the strategic and technical bridge between customer ambition and successful AI transformation.

You will partner directly with strategic customers across the EMEA region leading with a consultative approach moving with the agility that enterprise AI demands and measuring success against customer business outcomes. At Genesys were transforming how organisations connect with their customers through empathy collaboration and innovation.

This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation and to shape how that transformation capability is built and scaled within the organisation.

What Youll Do

Advise Influence & Drive Adoption

• Lead discovery and strategy alignment partner with Genesys CX Advisors Solution Consultants and customer stakeholders to identify AI use cases assess feasibility and value and translate business KPIs into actionable technical priorities

• Surface the real problem beneath the presenting symptom use data evaluation outputs and systematic analysis to form precise hypotheses and direct where intervention has the most leverage

• Influence adoption through credibility: when customers are blocked uncertain or sceptical resolve it through evidence and clearly articulated reasoning

• Translate data-driven findings into executive-ready narratives present complex AI performance insights business impact and recommendations with the clarity and confidence that influences C-level decisions

Design and Architecture

• Define reference architectures integration patterns and data flows for AI-powered experience orchestration adapting the approach iteratively as customer context and data reveals new priorities

• Lead process-redesign workshops to create seamless channel-agnostic CX facilitated with a consultative approach that builds customer ownership of the solution

• Ensure all designs comply with Genesys and customer security privacy and regulatory requirements (GDPR PDPA PCI HIPAA where applicable)

Prototype and Implementation

• Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio CoPilot Agentic Virtual Agent and related product suites moving from hypothesis to working prototype at pace and adjusting direction when the evidence requires it

• Integrate Genesys AI components with customer CRM ERP and third-party systems

• Establish implementation KPIs and analytics to measure model and journey performance from day one not as an afterthought

AI Engineering & Outcome-Oriented Delivery

• Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy retrieval groundedness response relevance agent goal completion and policy adherence

• Build automated eval pipelines that enable rapid systematic iteration across prompt variants guardrail configurations and model versions

• Architect agentic systems with precision: define agent topology design tool schemas and engineer orchestration logic.

• Measure success through production adoption and demonstrable outcome improvement use outcome data as the primary signal for where to focus next

Optimisation and Continuous Improvement

• Define baseline metrics at engagement start and iterate relentlessly

• Evaluate solution performance against KPIs and refine designs based on data-driven insights changing direction quickly when the data signals it

• Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps

• Codify field learnings into reusable frameworks evaluation standards and accelerators that scale capability beyond individual engagements

Governance Ethics and Enablement

• Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses

• Adhere to Genesys ethical standards and compliance frameworks

• Mentor customer partner and internal teams to build long-term AI maturity and self-sufficiency transferring expertise not just delivering outcomes

• Feed well-formed evidence-backed field signal to product and solution teams precise enough to influence roadmap priorities directly

What Were Looking For

Experience

• Bachelors degree (Masters preferred) in Computer Science Information Technology Data Science or a related discipline

• 812 years of combined experience across AI implementation CX/CCaaS platform consulting or technical solution architecture demonstrated through overlap and measurable customer impact not additive year counts across separate tracks

• Extensive on-field experience implementing or supporting CX CRM or AI orchestration platforms (e.g. Genesys Cloud Google CCAI Salesforce Microsoft NICE CXone AWS Connect ServiceNow or similar)

• Hands-on experience with agentic AI systems: building evaluating or operating LLM-powered agents in production contexts

• Demonstrated experience working with APIs data pipelines and modern cloud environments (AWS Azure GCP)

• Track record of mentoring or developing technical peers and codifying expertise into approaches others can build on

Consultative & Customer-Facing Skills

• Proven autonomy inside complex enterprise accounts leading discovery shaping scope managing stakeholder expectations and building trust without hand-holding

• Comfortable operating without a defined playbook able to form and test hypotheses under ambiguity pivot quickly when the data signals a change and bring stakeholders along through the process

• Translates data-driven findings into executive-ready narratives: quantified outcomes causal relationships and clear next steps not qualitative summaries

• Proven leadership in cross-functional environments and complex enterprise contexts

• Product instinct: able to define success metrics surface well-formed requirements and articulate the business case for technical decisions

• Experience with industry verticals such as Financial Services Healthcare Insurance Retail or Public Sector

• German and English fluency. Other languages will be an advantage across the EMEA region

Technical Skills

• CX orchestration and workflow design across multiple platforms with a focus on outcome over architecture elegance

• Conversational AI and Agentic Virtual Agent implementation across voice chat and messaging channels

• Knowledge engineering: retrieval system diagnosis RAG pipeline design semantic coverage analysis and knowledge optimisation for AI consumption

• Agentic system design: tool schema authoring multi-agent topology prompt engineering as a systematic discipline and guardrail implementation for enterprise-safe agent behaviour

• Applied data analysis: Python for evaluation scripting log analysis and integration development; SQL for operational data querying AI-assisted development tooling expected and encouraged

• Deep working knowledge of one or more enterprise CCaaS or Agentic AI platforms Genesys Cloud preferred or equivalent such as Google CCAI Salesforce AWS Connect NICE CXone Sierra Decagon or Cognigy; demonstrated expertise in deploying and optimising conversational or agentic AI solutions on any of these platforms is equally valued

• Data and integration expertise: REST APIs event-driven architecture JSON

• Cloud infrastructure familiarity: provisioning access control and cost management (AWS preferred)

• Data governance security compliance and responsible AI design principles

#LI-MC1

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.
• Next youll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.
• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building whats next - where AI experience and impact come together.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Required Experience:

Staff IC

Employment Type : Full-Time
Experience: years
Vacancy: 1