Enterprise AI Solutions Architect — CX Transformation

Genesys; Bologna; In loco; EUR 140.000 - 190.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible-first culture

Mentorship & education

August Free Fridays

Regionally tailored programs

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect, Customer Success, in Bologna to bridge customer ambition and AI transformation across EMEA. You will shape reference architectures, lead with a consultative approach, and deliver rapid AI-enabled outcomes, translating data insights into executive-ready narratives.

You will integrate Genesys AI components with CRM/ERP and measure KPIs from day one. You will mentor customers and partners, drive adoption, and codify best practices into

Competenze

• 8–12 years of combined experience in AI implementation, CX/CCaaS consulting, or technical solution architecture.
• Hands‑on experience with CX/CCaaS platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow).
• Experience with APIs, data pipelines and cloud environments (AWS, Azure, GCP).
• Mentoring experience and ability to codify expertise into repeatable approaches.
• Strong storytelling to translate data-driven findings into executive decisions.

Mansioni

• Lead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into technical priorities.
• Surface underlying problems with data-driven hypotheses and direct high-leverage interventions.
• Influence adoption through credible evidence and clear reasoning in the face of blockers.
• Translate AI performance and business impact into executive-ready recommendations.
• Define reference architectures, data flows, and integration patterns for AI-powered CX orchestration.
• Lead process-redesign workshops to achieve seamless, channel-agnostic CX and customer ownership.
• Architect agentic systems with clear topology, tool schemas, and orchestration logic.
• Measure success through production adoption and tangible outcome improvement.

Conoscenze

AI strategy

CX/CCaaS

Enterprise architecture

Executive storytelling

API integration

Cloud platforms

Mentoring

Multilingual (adv.)

Strumenti

Genesys Cloud AI Studio

Copilot

Agentic Virtual Agent

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect, Customer Success, in Bologna to bridge customer ambition and AI transformation across EMEA. You will shape reference architectures, lead with a consultative approach, and deliver rapid AI-enabled outcomes, translating data insights into executive-ready narratives.

You will integrate Genesys AI components with CRM/ERP and measure KPIs from day one. You will mentor customers and partners, drive adoption, and codify best practices into