Principal AI Solutions Architect, Customer Success

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Job Description

Summary:

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design development and testing of highly customized Self-service digital and AI driven Bot applications (Virtual Agents) generative AI bots and Agentic Virtual Agents across all Genesys this role candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using in house Genesys bots as well as Google Amazon and others. Services provided by the candidate will include software development and Architecture design Integration consulting Agile leadership customer training team education and owning end to end delivery.

Key Responsibilities:

In this role the primary responsibilities will include (but are not limited to):

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design digital bot flows using our products using design best practices and awareness of product nuances.
• Work Independently and with Genesys technical teams and business partners to design develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Create accurate development effort estimates in collaboration with the team manager Professional Services project managers or regional managers.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods techniques and evaluation criteria for obtaining results. Accountable for results which may impact their entire function or geography.
• Work with Product owner Scrum master to drive user story creation and ownership for SS&AI owned epics for IVR Routing and bots. Lead the SS&AI team delivery.
• Present and demonstrate proposed digital bot solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs reporting) to provide UAT and QA support.
• Communicate within the global community respecting cultural language and time zone variations.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.
• Work as a team player to the organization. Providing feedback to the product organization about issues found in APIs product documentation or architectures.
• Work independently to provide customer technical consulting services to help drive the determination of key deliverables outcomes code best practices and deployments.

Minimum Requirements:

• BS/MS/BA or equivalent in Computer Science Engineering or related field preferred.
• 10 Years of experience with commercial Digital CCaaS applications Routing Bots and development experience in appropriate development tools Advanced Speech Recognition engines. Additional computer languages such as PHP Java or C# is a plus.
• 6 Years of experience working with digital (and/or voice) bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills.
• Must be able to work US hours.
• Demonstrated Understanding of and experience with the effective use of generative and agentic AI tools.
• Demonstrated experience in a customer facing role and handled difficult customer situations and being a thought leader for effective client consulting.
• Understanding of the IVR application architecture including web components telephony caching prompt servers ASR and operational diagnostics.
• Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and help define and create new product features.
• Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
• Excellent verbal writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
• Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.
• Willingness to travel.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process but every application is reviewed by our Talent Acquisition team looking beyond keywords to focus on your experience and potential.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee 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.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.