Principal AI Solutions Architect, Customer Success

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

Principal AI Solutions Architect, Customer Success Role overview 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 Asia-Pacific region to design, prototype, and operationalize Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we’re transforming how organizations 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.

About Genesys

• 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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
• 150+ new AI features were released in the last fiscal year.
• Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
• Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control.
• 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 www.genesys.ai.

Responsibilities

• Key responsibilities include (but not limited to): Discovery and Strategy Alignment Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
• Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
• Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
• Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.
• Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
• Lead complex CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
• Ensure solutions comply with enterprise-grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
• Provide thought leadership internally and externally on AI orchestration, agent augmentation, and responsible AI practices.
• Prototype and Implementation Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
• Integrate Genesys AI components with customer CRM, ERP, and third-party systems.
• Establish implementation KPIs and analytics to measure model and journey performance.
• Optimization and Continuous Improvement Evaluate solution performance against KPIs and refine designs based on data-driven insights.
• Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps.
• Document best practices and reusable accelerators to strengthen future deployments.
• 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 and partner teams to build long-term AI maturity and self-sufficiency.
• Recognized internally as a subject matter expert in AI-driven CX.
• Creates formal networks across senior leaders, individual contributors, partners, and customers.
• Frequently provides guidance, coaching, and training across the organization.
• Mentors peers and contributes to capability development across teams and partners.
• Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
• Context Communicates regularly with colleagues and management
• Cooperate with policies and procedures of Genesys as well as other responsibilities as outlined in WHS management system #LI-PR1 #LI-Hybrid Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
• 12+ years of relevant experience (or equivalent), including: 5+ years implementing CX, CRM or AI orchestration platforms 3+ years in solution architecture, systems integration or AI enabled process design
• Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, GCP).
• CX orchestration and workflow design across multiple platforms.
• Conversational AI or Agent Assist implementation (voice, chat, messaging).
• Data and integration expertise (REST APIs, event-driven architecture, JSON).
• Understanding of cloud infrastructure and microservices.
• Experience with reporting and analytics tools (SQL, Tableau, Power BI, or similar).
• Familiarity with data governance and security compliance.
• Knowledge of customer journey mapping and omnichannel CX processes.
• Business and Soft Skills Strong analytical and critical thinking; able to bridge technical and business domains.
• Excellent communication and stakeholder engagement; able to build strong partnerships & confidence across business and technical teams to articulate and align solutions with strategic objectives.
• Strong leadership in cross-functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
• Familiarity with industry verticals such as Insurance, Healthcare, Banking, Retail, or Public Sector.
• Mentors peers and contributes to capability development across teams and partners.
• Uses computer frequently
• Project management and autonomy
• Potential International travel

Benefits

• A flexible-first culture – Join a global team of nearly 7,000 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.
• Get notified about relevant opportunities .

Workplace Health and Safety Take reasonable care of your own health and safety Ensure actions of omissions do not adversely affect the health and safety of others Participate in the implementation of risk control measures to prevent injuries or illnesses

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, here's 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, you'll 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 we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Be the one building what's 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.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected] . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.