{"id":110337,"url":"https://alion.io/job/genesys-principal-ai-solutions-architect-customer-success-4","title":"Principal AI Solutions Architect, Customer Success","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":31,"ghost_share":0,"stale_share":0.129,"repost_share":0.032,"time_to_fill_p50_days":16,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Italy"],"countries":["IT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":133000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":363},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Copilot","optional":false},{"name":"GCP","optional":false},{"name":"GDPR","optional":false},{"name":"Google AI Studio","optional":false},{"name":"HIPAA","optional":false},{"name":"LLM","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-23T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-09-25T14:58:26Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Be the one building AI-powered experiences where they matter most\nAt 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.\nHelp 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.\nProfessional Services | AI & Digital Solutions | EMEA\nAs an Principal AI Solutions Architect, Customer Successat Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation.\nYou will partner directly with strategic customers across the EMEA region - leading with a consultative approach, moving with the agility that enterprise AI demands, and measuring success against customer business outcomes. At Genesys, we’re transforming how organisations connect with their customers through empathy, collaboration, and innovation.\nThis role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation - and to shape how that transformation capability is built and scaled within the organisation.\nWhat You’ll Do\nAdvise, Influence & Drive Adoption\nLead discovery and strategy alignment - partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases, assess feasibility and value, and translate business KPIs into actionable technical priorities\nSurface the real problem beneath the presenting symptom - use data, evaluation outputs, and systematic analysis to form precise hypotheses and direct where intervention has the most leverage\nInfluence adoption through credibility: when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoning\nTranslate data-driven findings into executive-ready narratives - present complex AI performance insights, business impact, and recommendations with the clarity and confidence that influences C-level decisions\nDesign and Architecture\nDefine reference architectures, integration patterns, and data flows for AI-powered experience orchestration - adapting the approach iteratively as customer context and data reveals new priorities\nLead process-redesign workshops to create seamless, channel-agnostic CX - facilitated with a consultative approach that builds customer ownership of the solution\nEnsure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)\nPrototype and Implementation\nDeliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suites - moving from hypothesis to working prototype at pace, and adjusting direction when the evidence requires it\nIntegrate Genesys AI components with customer CRM, ERP, and third-party systems\nEstablish implementation KPIs and analytics to measure model and journey performance from day one - not as an afterthought\nAI Engineering & Outcome-Oriented Delivery\nDesign and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherence\nBuild automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions\nArchitect agentic systems with precision: define agent topology, design tool schemas, and engineer orchestration logic.\nMeasure success through production adoption and demonstrable outcome improvement - use outcome data as the primary signal for where to focus next\nOptimisation and Continuous Improvement\nDefine baseline metrics at engagement start and iterate relentlessly\nEvaluate solution performance against KPIs and refine designs based on data-driven insights, changing direction quickly when the data signals it\nCollaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps\nCodify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagements\nGovernance, Ethics, and Enablement\nChampion responsible AI design principles and apply guardrails to prevent bias or unsafe responses\nAdhere to Genesys ethical standards and compliance frameworks\nMentor customer, partner, and internal teams to build long-term AI maturity and self-sufficiency - transferring expertise, not just delivering outcomes\nFeed well-formed, evidence-backed field signal to product and solution teams - precise enough to influence roadmap priorities directly\nWhat We’re Looking For\nExperience\nBachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or a related discipline\n8-12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture - demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks\nExtensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar)\nHands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts\nDemonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)\nTrack record of mentoring or developing technical peers and codifying expertise into approaches others can build on\nConsultative & Customer-Facing Skills\nProven autonomy inside complex enterprise accounts - leading discovery, shaping scope, managing stakeholder expectations, and building trust without hand-holding\nComfortable operating without a defined playbook - able to form and test hypotheses under ambiguity, pivot quickly when the data signals a change, and bring stakeholders along through the process\nTranslates data-driven findings into executive-ready narratives: quantified outcomes, causal relationships, and clear next steps - not qualitative summaries\nProven leadership in cross-functional environments and complex enterprise contexts\nProduct instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisions\nExperience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector\nMultilingual communication ability is an advantage across the EMEA region\nTechnical Skills\nCX orchestration and workflow design across multiple platforms - with a focus on outcome over architecture elegance\nConversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels\nKnowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption\nAgentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviour\nApplied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying - AI-assisted development tooling expected and encouraged\nDeep working knowledge of one or more enterprise CCaaS or Agentic AI platforms - Genesys Cloud preferred, or equivalent such as Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, or Cognigy; demonstrated expertise in deploying and optimising conversational or agentic AI solutions on any of these platforms is equally valued\nData and integration expertise: REST APIs, event-driven architecture, JSON\nCloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred)\nData governance, security compliance, and responsible AI design principles\nCompensation:\nThis role has a market-aligned compensation package with the anticipated On-Target-Earnings range listed below. Actual earnings will vary depending on a candidate’s experience, qualifications, skills, and location. This role is eligible for commission bonus opportunities.\n96,100.00 - 124,400.00\nWorking at Genesys\nAI 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.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nThis 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.\nAbout Genesys:\nGenesys® 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.\nReasonable Accommodations:\nIf 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 .\nYou can expect a response within 24-48 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.\nThis email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.\nGenesys is an equal...","description_format":"text","description_chars":12463,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","Contact Center Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-09-05T21:40:00Z"}],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.272,"p_room":0.28,"age_days":64,"expected_fill_days":16,"reasons":["conf:4","evergreen","velocity","win:tail","crowd:brand"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/genesys-principal-ai-solutions-architect-customer-success-4","json_url":"https://alion.io/job/genesys-principal-ai-solutions-architect-customer-success-4.json","meta":{"generated_at":"2026-09-26T02:26:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2522,"day_limit":5000,"remaining_today":2478,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}