Principal AI Solutions Architect, Customer Success

Genesys; Italia; In loco; EUR 83.000 - 108.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible work culture

Education support

Volunteer time off

Descrizione del lavoro

Genesys is seeking a senior leader to shape AI-powered customer experiences across CX orchestration platforms. You will partner with CX Advisors, Solution Consultants, and customer stakeholders to translate business KPIs into actionable technical priorities, design robust reference architectures, and drive rapid POC implementations.

You will lead cross-functional work, ensure compliance with security and privacy requirements, and push for measurable production outcomes through data-driven

Competenze

• Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or related discipline.
• 8–12 years of combined AI implementation/CX platform consulting or technical solution architecture.
• Hands-on with CX/AI orchestration platforms (Genesys Cloud, CCAI, Salesforce, MS, NICE CXone, AWS Connect).
• Experience with agentic AI systems in production and APIs/data pipelines.

Mansioni

• Lead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into priorities.
• Define reference architectures, data flows, and integration patterns for AI-powered CX orchestration.
• Deliver rapid POC/MVP implementations using Genesys Cloud AI Studio and related product suites.
• Architect agentic systems with tool schemas, multi-agent topology, and guardrails; measure adoption and outcomes.

Conoscenze

CX orchestration

Agentic AI

REST APIs

Data pipelines

Cloud exposure (AWS/Azure/GCP)

Leadership

Cross-functional collaboration

Solution architecture

Python/SQL for analysis

Formazione

Bachelor’s degree (Master’s preferred) in CS/IT/Data Science

Strumenti

Genesys Cloud

Google CCAI

Salesforce

Microsoft ecosystem

NICE CXone

AWS/Azure/GCP

ServiceNow

Sierra/Decagon/Cognigy

Descrizione del lavoro

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.

Advise, Influence & Drive Adoption

Lead 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 priorities Surface 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 leverage Influence adoption through credibility: when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoning Translate 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 decisions

Design and Architecture

Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration — adapting the approach iteratively as customer context and data reveals new priorities Lead process-redesign workshops to create seamless, channel-agnostic CX — facilitated with a consultative approach that builds customer ownership of the solution Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)

Prototype and Implementation

Deliver 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 it Integrate Genesys AI components with customer CRM, ERP, and third-party systems Establish implementation KPIs and analytics to measure model and journey performance from day one — not as an afterthought

AI Engineering & Outcome-Oriented Delivery

Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherence Build automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions Architect 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 next

Optimisation and Continuous Improvement

Define baseline metrics at engagement start and iterate relentlessly Evaluate solution performance against KPIs and refine designs based on data-driven insights, changing direction quickly when the data signals it Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps Codify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagements

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, partner, and internal teams to build long-term AI maturity and self-sufficiency — transferring expertise, not just delivering outcomes Feed well-formed, evidence-backed field signal to product and solution teams — precise enough to influence roadmap priorities directly

What We’re Looking For

• Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or a related discipline
• 8–12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture — demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks
• Extensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar)
• Hands‑on experience with agentic AI systems: building, evaluating, or operating LLM‑powered agents in production contexts
• Demonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)
• Track record of mentoring or developing technical peers and codifying expertise into approaches others can build on
• Consultative & Customer‑Facing Skills
• Proven autonomy inside complex enterprise accounts — leading discovery, shaping scope, managing stakeholder expectations, and building trust without hand‑h‑holding
• Comfortable operating without a defined playbook — able to form and test hypotheses under ambiguity, pivot quickly when the data signals a change, and bring stakeholders along through the process
• Translates data‑driven findings into executive‑ready narratives: quantified outcomes, causal relationships, and clear next steps — not qualitative summaries
• Proven leadership in cross‑functional environments and complex enterprise contexts
• Product instinct: able to define success metrics, surface well‑formed requirements, and articulate the business case for technical decisions
• Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual communication ability is an advantage across the EMEA region
• Technical Skills
• CX orchestration and workflow design across multiple platforms — with a focus on outcome over architecture elegance
• Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
• Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption
• Agentic system design: tool schema authoring, multi‑agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise‑safe agent behaviour
• Applied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying — AI‑assisted development tooling expected and encouraged
• Deep working knowledge of one or more enterprise CCaaS or Agentic AI platforms — Genesys Cloud preferred, or equivalent such as Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, or Cognigy; demonstrated expertise in deploying and optimising conversational or agentic AI solutions on any of these platforms is equally valued
• Data and integration expertise: REST APIs, event‑driven architecture, JSON
• Cloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred)
• Data governance, security compliance, and responsible AI design principles

Compensation

This role has a market-aligned compensation package with the anticipated On-Target-Earnings range listed below. Actual earnings will vary depending on a candidate’s experience, qualifications, skills, and location. This role is eligible for commission bonus opportunities. 96,100.00 - 124,400.00

Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

• 150+ new AI features were released in the last fiscal year.
• 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.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Equal Opportunity

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.