Senior AI Solutions Architect – CX & Transformation

Genesys; Napoli; In loco; EUR 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

August Free Fridays

flexible-first culture

regionally tailored programs for staff

Descrizione del lavoro

Genesys seeks a Principal AI Solutions Architect to bridge customer ambition with AI transformation across EMEA. You will shape reference architectures and lead with a consultative approach to deliver rapid AI-enabled outcomes that improve CX.

You will translate data insights into executive-ready narratives, guide multi-platform integration, and mentor customers and partners to scale AI maturity within enterprise accounts.

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 agentic AI systems in production contexts.
• Proven ability to work with APIs, data pipelines, and cloud environments (AWS, Azure, GCP).
• Multilingual capability advantageous for the EMEA region.

Mansioni

• Lead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into technical priorities.
• 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.
• 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.
• 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.

Conoscenze

AI strategy

CX/CCaaS consulting

stakeholder management

executive storytelling

mentoring customers

Strumenti

Genesys Cloud AI Studio

CoPilot

Agentic Virtual Agent

APIs

Cloud platforms

Descrizione del lavoro

Genesys seeks a Principal AI Solutions Architect to bridge customer ambition with AI transformation across EMEA. You will shape reference architectures and lead with a consultative approach to deliver rapid AI-enabled outcomes that improve CX.

You will translate data insights into executive-ready narratives, guide multi-platform integration, and mentor customers and partners to scale AI maturity within enterprise accounts.