Senior AI CX Architect — Lead Enterprise AI Transformation

Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; On-site; PHP 2,500,000 - 4,200,000; Full time

Job summary

Genesys is seeking a Principal AI Solutions Architect, Customer Success to bridge customer goals with AI transformation across the APAC region. You will design and prototype AI-driven CX solutions, lead architecture discussions, and ensure delivery of measurable business impact through Genesys Cloud and related systems.

The role requires extensive experience in CX/CRM, AI orchestration, and enterprise-scale integrations, with leadership across cross-functional teams and executive stakeholders.

Qualifications

• Bachelor’s degree in CS, IT, Business, Data Science or related field; or equivalent hands-on CX/AI delivery experience.
• 12+ years of relevant experience, including 5+ years implementing CX/CRM or AI orchestration.
• 3+ years in solution architecture, systems integration or AI-enabled process design.
• Demonstrated experience with APIs, data pipelines and modern cloud environments (Genesys, AWS, Azure, GCP).
• Knowledge of enterprise security, privacy and regulatory requirements (GDPR/PDPA/PCI/HIPAA where applicable).

Responsibilities

• Bridge customer ambition and AI transformation as a strategic technical lead.
• Design, prototype and operationalize AI solutions across APAC regions.
• Lead workshops for CX and AI process redesign across multiple channels and systems.
• Define reference architectures and integration standards for Genesys Cloud and customer ecosystems.
• Measure outcomes with KPIs and hand over production-ready assets.

Skills

CX orchestration

Agent Assist

APIs

Cloud

Data integration

Leadership

Stakeholder engagement

AI ethics

Education

Bachelor’s degree

Tools

Genesys Cloud

Power BI

Tableau

REST APIs

JSON

Job description

Genesys is seeking a Principal AI Solutions Architect, Customer Success to bridge customer goals with AI transformation across the APAC region. You will design and prototype AI-driven CX solutions, lead architecture discussions, and ensure delivery of measurable business impact through Genesys Cloud and related systems.

The role requires extensive experience in CX/CRM, AI orchestration, and enterprise-scale integrations, with leadership across cross-functional teams and executive stakeholders.