Senior AI Solutions Architect for CX Transformation

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

Vantaggi offerti da questo lavoro

Flexible culture

Mentorship program

August Free Fridays

Regional programs for employees and(?)

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect in Italy to bridge client ambition with AI transformation across EMEA. You will shape reference architectures, lead with a consultative approach, and drive rapid AI-enabled outcomes within enterprise contexts.

You will translate data insights into executive-ready narratives, guide cross-platform integrations with CRM/ERP systems, and ensure compliance with GDPR and related regulations while mentoring teams and customers toward AI maturity.

Competenze

• 8–12 years of combined experience in AI implementation, CX/CCaaS consulting, or technical solution architecture.
• Hands-on 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 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.

Conoscenze

AI strategy

CX/CCaaS consulting

Executive storytelling

Stakeholder management

Multilingual

APIs

Data pipelines

Cloud environments

Strumenti

Genesys Cloud AI Studio

CoPilot

Agentic Virtual Agent

CRM integration

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect in Italy to bridge client ambition with AI transformation across EMEA. You will shape reference architectures, lead with a consultative approach, and drive rapid AI-enabled outcomes within enterprise contexts.

You will translate data insights into executive-ready narratives, guide cross-platform integrations with CRM/ERP systems, and ensure compliance with GDPR and related regulations while mentoring teams and customers toward AI maturity.