Principal Ai Solutions Architect, Customer Success

Genesys; Belluno; In loco; EUR 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible-first culture

Mentorship programs

August Free Fridays

Regional programs for employees and f;

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect in Italy to bridge customer ambition and AI transformation across EMEA. You will define reference architectures, lead with a consultative stance, and drive rapid AI-enabled outcomes within enterprise-scale CX/CCaaS programs.

You will translate data insights into executive-ready narratives, guide multi-platform integration, and mentor teams to build reusable AI frameworks while ensuring compliance with GDPR and security standards.

Competenze

• Experience in AI implementation for CX/CCaaS programs.
• Ability to lead architecture work across multi-platform environments.
• Strong stakeholder management and executive communication skills.

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.
• 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.

Conoscenze

AI strategy

CX/CCaaS experience

Stakeholder management

Multilingual (advantage)

Consultative thinking

Strumenti

Genesys Cloud AI Studio

CoPilot

Agentic Virtual Agent

APIs & data pipelines

Cloud platforms (AWS/Azure/GCP)

Descrizione del lavoro

In this role you bridge customer ambition and AI transformation, partnering with strategic customers across EMEA to identify value and drive adoption. You will shape reference architectures, lead with a consultative approach, and deliver rapid AI-enabled outcomes. You’ll convert data insights into executive-ready narrative and guide multi-platform integration to improve CX. This is a chance to scale AI capabilities within enterprises and contribute to reusable frameworks that accelerate transformation.

• flexible-first culture
• growth through mentorship and education
• August Free Fridays
• regionally tailored programs for employees and families
• 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 experience orchestration
• Lead process-redesign workshops to achieve seamless, channel-agnostic CX and customer ownership
• Ensure designs comply with security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)
• Deliver rapid POC/MVPs using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related suites
• Integrate Genesys AI components with customer CRM/ERP and third-party systems
• Establish KPIs and analytics to measure model and journey performance from day one
• Design evaluation frameworks for production AI quality (intent accuracy, retrieval, relevance, goal completion)
• Build automated eval pipelines for prompt variants, guardrails, and model versions
• Architect agentic systems with clear topology, tool schemas, and orchestration logic
• Measure success through production adoption and tangible outcome improvement
• Collaborate with Customer Success and Professional Services to hand over production-ready assets
• Codify field learnings into reusable frameworks and accelerators
• Champion responsible AI design and guardrails, ensuring ethical and compliant practice
• Mentor customers, partners, and internal teams to build AI maturity
• 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 agentic AI systems in production contexts
• Proven ability to work with APIs, data pipelines, and cloud environments (AWS, Azure, GCP)
• Mentoring experience and ability to codify expertise into repeatable approaches
• Autonomy in complex enterprise accounts, managing discovery and stakeholder expectations
• Strong storytelling to translate data-driven findings into executive decisions
• Experience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual capability is advantageous for the EMEA region
• Consultative mindset
• Strategic storytelling and executive presence
• CX orchestration and workflow design across multiple platforms
• Conversational AI and Agentic Virtual Agent implementation
• Knowledge engineering: RAG, retrieval, semantic coverage

Principal AI Solutions Architect, Customer Success belluno, veneto, it