APAC Principal AI Solutions Architect, Customer Success

8460 Philippines - Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; Hybrid; PHP 7,533,000 - 11,299,000; Full time

Job summary

Genesys seeks a Principal AI Solutions Architect, Customer Success, to bridge customer ambitions with successful AI transformations across the Asia-Pacific region. You will design, prototype, and operationalize AI solutions that improve customer experience and business performance while collaborating with CX Advisors and executive sponsors.

You will lead architecture, governance, and implementation workstreams, delivering rapid POC/MVPs and ensuring compliance with security and privacy

Qualifications

• Bachelor’s degree or equivalent hands-on CX/AI delivery experience.
• 12+ years of relevant experience, including 5+ years in CX, CRM or AI orchestration implementations.
• 3+ years in solution architecture, systems integration or AI-enabled process design.
• Experience with APIs, data pipelines and modern cloud environments (Genesys, AWS, Azure, GCP).
• Knowledge of customer journey mapping and omnichannel CX processes.
• Strong analytical, communication and stakeholder engagement skills.

Responsibilities

• Discerning customer needs and aligning AI/CX strategy to business goals.
• Lead value discovery by mapping KPIs to AI initiatives across portfolios.
• Design reference architectures and integration standards for Genesys Cloud and customer ecosystems.
• Oversee rapid POC and MVP implementations using Genesys Cloud AI Studio and related products.
• Mentor teams and drive responsible AI practices; ensure governance and compliance.

Skills

CX orchestration

AI solution design

Stakeholder engagement

Leadership

Data pipelines

API integration

Cloud platforms

Conversations AI

Analytics & KPIs

Project management

Education

Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or related discipline

Tools

REST APIs

JSON

Tableau

Power BI

SQL

Job description

Genesys seeks a Principal AI Solutions Architect, Customer Success, to bridge customer ambitions with successful AI transformations across the Asia-Pacific region. You will design, prototype, and operationalize AI solutions that improve customer experience and business performance while collaborating with CX Advisors and executive sponsors.

You will lead architecture, governance, and implementation workstreams, delivering rapid POC/MVPs and ensuring compliance with security and privacy