Principal AI Solutions Architect Customer Success
Genesys
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Job summary
Genesys is seeking a Principal AI Solutions Architect, Customer Success to bridge customer ambition and AI transformation across the Asia-Pacific region. You will design, prototype, and operationalize AI solutions that measurably improve customer experience and business performance, partnering with strategic customers and internal teams.
You will lead value discovery, define architectures, and deliver production‑ready assets.
Qualifications
- Bachelor’s degree or equivalent hands‑on experience in CX or AI solution delivery.
- 12+ years of relevant experience, including 5+ years implementing CX, CRM or AI orchestration platforms.
- 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).
Responsibilities
- Translate strategic AI goals into regional operational plans and roadmaps.
- Lead CX and AI workshops across multiple channels and systems.
- Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio and related products.
- Define reference architectures and ensure enterprise-grade security and compliance.
- Mentor customer and partner teams to build AI maturity and capacity.
Skills
Education
Tools
Job description
Job Description:
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.
As a Principal AI Solutions Architect, Customer Success at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation.
You will partner directly with strategic customers across the Asia-Pacific region to design, prototype, and operationalize Genesys AI solutions that drive measurable improvements in customer experience and business performance. At Genesys, we’re transforming how organizations connect with their customers through empathy, collaboration, and innovation.
This role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation.
- Implement AI and CX strategic goals established by functional leadership, translating them into operational plans with regional or functional impact.
- Partner with Genesys CX Advisors, executive sponsors, and senior customer stakeholders to shape AI transformation roadmaps, not just individual use cases.
- Lead value discovery by mapping business KPIs (AHT, CSAT, containment, revenue uplift) to portfolio-level AI initiatives.
- Assess value, effort, feasibility, and risk across multiple initiatives to prioritize programs of strategic importance.
- Define and evangelize reference architectures, integration standards, and AI design patterns across Genesys Cloud and customer ecosystems.
- Lead complex CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
- Ensure solutions comply with enterprise-grade security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
- Provide thought leadership internally and externally on AI orchestration, agent augmentation, and responsible AI practices.
- Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
- Integrate Genesys AI components with customer CRM, ERP, and third‑party systems.
- Establish implementation KPIs and analytics to measure model and journey performance.
- Evaluate solution performance against KPIs and refine designs based on data‑driven insights.
- Collaborate with Customer Success and Professional Services teams to hand over production‑ready assets and roadmaps.
- Document best practices and reusable accelerators to strengthen future deployments.
- Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
- Adhere to Genesys ethical standards and compliance frameworks.
- Mentor customer and partner teams to build long‑term AI maturity and self‑sufficiency.
- Recognized internally as a subject matter expert in AI‑driven CX.
- Creates formal networks across senior leaders, individual contributors, partners, and customers.
- Frequently provides guidance, coaching, and training across the organization.
- Mentors peers and contributes to capability development across teams and partners.
- Strong leadership in cross‑functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
- Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands‑on experience in CX or AI solution delivery.
- 12+ years of relevant experience (or equivalent), including:
- 5+ years implementing CX, CRM or AI orchestration platforms
- 3+ years in solution architecture, systems integration or AI enabled process design
- Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, GCP).
- CX orchestration and workflow design across multiple platforms.
- Conversational AI or Agent Assist implementation (voice, chat, messaging).
- Data and integration expertise (REST APIs, event‑driven architecture, JSON).
- Understanding of cloud infrastructure and microservices.
- Experience with reporting and analytics tools (SQL, Tableau, Power BI, or similar).
- Familiarity with data governance and security compliance.
- Knowledge of customer journey mapping and omnichannel CX processes.
- Strong analytical and critical thinking; able to bridge technical and business domains.
- Excellent communication and stakeholder engagement; able to build strong partnerships & confidence across business and technical teams to articulate and align solutions with strategic objectives.
- Strong leadership in cross‑functional environments; comfortable guiding customers through complexity and influencing executive stakeholders on AI adoption strategy.
- Familiarity with industry verticals such as Insurance, Healthcare, Banking, Retail, or Public Sector.
- Mentors peers and contributes to capability development across teams and partners.
- Communicates regularly with colleagues and management
- Uses computer frequently
- Project management and autonomy
- Potential International travel
- Take reasonable care of your own health and safety
- Ensure actions of omissions do not adversely affect the health and safety of others
- Participate in the implementation of risk control measures to prevent injuries or illnesses
- Cooperate with policies and procedures of Genesys as well as other responsibilities as outlined in WHS management system
- 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
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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