Strategic AI Solutions Architect for Enterprise CX

Genesys; Puglia; In loco; EUR 110.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

August Free Fridays

Mentorship and education programs

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect in Lecce, Puglia to bridge customer ambition with AI transformation across EMEA. You will shape reference architectures, lead strategy with stakeholders, and deliver rapid AI-enabled outcomes integrating Genesys Cloud AI Studio and related suites.

Responsibilities include designing data flows, guiding cross-platform integrations, and mentoring teams while ensuring GDPR and other regulations. Prior experience in CX/CCaaS is essential.

Competenze

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

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 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 implementation

CX/CCaaS consulting

solution architecture

stakeholder management

multilingual communication

mentoring

APIs & data pipelines

cloud environments (AWS/Azure/GCP)

Strumenti

Genesys Cloud AI Studio

CoPilot

Agentic Virtual Agent

CRM/ERP integrations

Salesforce

Microsoft tools

NICE CXone

AWS Connect

Descrizione del lavoro

Genesys is seeking a Principal AI Solutions Architect in Lecce, Puglia to bridge customer ambition with AI transformation across EMEA. You will shape reference architectures, lead strategy with stakeholders, and deliver rapid AI-enabled outcomes integrating Genesys Cloud AI Studio and related suites.

Responsibilities include designing data flows, guiding cross-platform integrations, and mentoring teams while ensuring GDPR and other regulations. Prior experience in CX/CCaaS is essential.