Principal AI Solutions Architect, Customer Success

locations North Carolina, USA United States time type Full time posted on Posted 2 Days Ago job requisition id JR111804Be 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.

(remote US based)

Role Overview

The Principal AI Solutions Architect helps strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption. Supporting the newly launched Agentic AI Orchestration program, this role combines hands-on architecture and rapid prototyping with executive-level customer engagement, technical leadership, and ownership of measurable outcomes.

You will partner directly with customer business and technology leaders to identify high-value opportunities, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, conversational AI, automation, data, and enterprise integrations. The role owns the technical journey from discovery and architecture through proof of concept, production deployment, optimization, and expansion.

At Genesys, collaboration, empathy, and innovation shape how we help organizations orchestrate personalized experiences at scale. You will gain strategic enterprise AI exposure and senior leadership visibility, while influencing initiatives across Customer Success, Product, Innovation, Solution Consulting, Professional Services, and Support.

Key Responsibilities

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