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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.  The Self Service and Artificial Intelligence (SS&AI) team within Genesys Professional Services designs and delivers highly customized self-service, IVR, routing, and AI-powered virtual agent solutions that help enterprises create more effective customer experiences.

As a Principal AI Solutions Architect, you will own the technical architecture and end-to-end delivery of sophisticated customer solutions spanning conversational AI, generative AI, agentic AI, speech technologies, and automation across Genesys platforms.

You will work directly with customers to translate complex business and customer experience requirements into scalable architectures and production-ready solutions. The role combines hands-on development with architecture, integration consulting, Agile leadership, customer enablement, and technical guidance, providing significant influence over how solutions are designed and delivered.  You will collaborate across Genesys and with technologies such as Google Dialogflow and Amazon Lex to solve complex conversational and self-service challenges.

Your technical judgment will influence customer outcomes while also providing feedback to Genesys product teams on APIs, platform capabilities, documentation, and architecture.

The role offers direct exposure to enterprise AI initiatives and the opportunity to deepen expertise in generative AI and agentic virtual agents while providing technical leadership across customer engagements and the broader SS&AI team.  
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* Key Responsibilities:

*** Lead strategically important customer initiatives, owning technical architecture and end-to-end delivery of complex IVR, routing, conversational AI, generative AI, and agentic virtual agent solutions
* Design scalable customer interaction flows and solution architectures through customer workshops, applying Genesys platform capabilities, conversational design principles, and implementation best practices
* Develop and maintain IVR applications, NLU intent-based bots, routing solutions, virtual agents, and agentic virtual agents for voice, DTMF, speech, and digital interactions
* Drive architecture and integration decisions across Genesys technologies and third-party AI platforms, including Google Dialogflow and Amazon Lex, to deliver reliable and effective customer experiences
* Optimize speech experiences by defining ASR grammars, leading tuning activities, and applying advanced speech recognition practices to improve solution performance
* Lead Agile delivery for SS&AI initiatives by partnering with Product Owners and Scrum Masters on user stories and epics spanning IVR, routing, and AI-powered bot solutions
* Establish development estimates, testing strategies, and quality practices that improve delivery predictability and support successful user acceptance testing and production readiness
* Advise customers on technical strategy, architecture, coding practices, integration approaches, deployment decisions, and key deliverables while navigating complex customer situations with sound judgment
* Demonstrate and explain proposed solutions to customer and internal stakeholders, provide customer training, and lead knowledge transfer that enables…