Principal AI Solutions Architect, Customer Success

Be the one building AI-powered experiences where they matter mostAt 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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Professional Services | AI & Digital Solutions | EMEAAs an 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, we’re 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 You’ll DoAdvise, Influence & Drive AdoptionLead 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 prioritiesSurface 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 leverageInfluence adoption through credibility: when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoningTranslate 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 decisionsDesign and ArchitectureDefine reference architectures, integration patterns, and data flows for AI-powered experience orchestration — adapting the approach iteratively as customer context and data reveals new prioritiesLead process-redesign workshops to create seamless, channel-agnostic CX — facilitated with a consultative approach that builds customer ownership of the solutionEnsure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)Prototype and ImplementationDeliver 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 itIntegrate Genesys AI components with customer CRM, ERP, and third-party systemsEstablish implementation KPIs and analytics to measure model and journey performance from day one — not as an afterthoughtAI Engineering & Outcome-Oriented DeliveryDesign and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherenceBuild automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versionsArchitect 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 nextOptimisation and Continuous ImprovementDefine baseline metrics at engagement start and iterate relentlesslyEvaluate solution performance against KPIs and refine designs based on data-driven insights, changing direction quickly when the data signals itCollaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmapsCodify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagementsGovernance, Ethics, and EnablementChampion responsible AI design principles and apply guardrails to prevent bias or unsafe responsesAdhere to Genesys ethical standards and compliance frameworksMentor customer, partner, and internal teams to build long-term AI maturity and self-sufficiency — transferring expertise, not just delivering outcomesFeed well-formed, evidence-backed field signal to product and solution teams — precise enough to influence roadmap priorities directlyWhat We’re Looking ForExperienceBachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or a related discipline8–12 years of combined e