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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

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 across Canada 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:

• Own end-to-end technical engagement with strategic customers , translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value

• Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX

• Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential , helping customers move from experimentation to production and sustained value realization

• Design reference architectures, integration patterns, data flows, and governance approaches for AI-powered experience orchestration across enterprise platforms

• Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences across digital and voice channels

• Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities , with clear paths to production scalability and enterprise adoption

• Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third-party ecosystems using REST APIs, event-driven architectures, JSON, and LLM services

• Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact

• Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed

• Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls applicable to customer environments

• Build customer AI maturity by serving as a trusted technical advisor , transferring knowledge, documenting reusable accelerators, and enabling customer teams to operate and expand solutions with greater self-sufficiency

Required Qualifications

• 8+ years of industry experience consulting on, implementing, architecting, or supporting enterprise CX, CRM, AI, automation, or experience orchestration platforms

• Demonstrated success designing and deploying enterprise AI, automation, conversational AI, or data-driven solutions in complex customer environments

• Strong hands-on experience with modern cloud platforms and architectures, including Genesys Cloud, AWS, Microsoft Azure, Google Cloud Platform , or comparable technologies

• Deep expertise in enterprise integration and data patterns, including REST APIs, event-driven architecture, JSON, data pipelines, and LLM service integration

• Experience with contact center platforms, conversational AI, NLP, agent-assist technologies, CX analytics, or omnichannel experience orchestration

• Strong understanding of LLM-powered conversational experiences, AI agents, agentic orchestration, workflow design, and enterprise AI integration patterns

• Working knowledge of data governance, security, privacy, and regulatory requirements relevant to enterprise AI and customer experience environments

• Strong analytical and critical-thinking skills, with demonstrated ability to connect technical architecture decisions to business outcomes and customer KPIs

• Excellent communication and stakeholder engagement skills, including experience advising senior technical leaders, business executives, and cross-functional enterprise teams

• Demonstrated ability to operate independently and exercise sound technical judgment in ambiguous, fast-moving customer environments

• Bachelor's degree in Computer Science, Information Technology, Data Science, Business, or a related discipline, or equivalent practical experience in CX or AI solution delivery

Preferred Qualifications

• Experience with customer journey mapping, omnichannel CX processes, and process redesign in large enterprise environments

• Familiarity with enterprise change management, AI adoption programs, and large-scale technology transformation

• Experience influencing complex customer programs across Customer Success, Professional Services, Product, Engineering, Solution Consulting, or similar functions

• Experience developing reusable reference architectures, implementation patterns, technical accelerators, or AI governance frameworks

• Knowledge of one or more industry verticals such as insurance, healthcare, financial services, retail, or the public sector

Benefits That Support You

We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off, including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits, including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

Compensation:

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

$136,100.00 - 178,600.00

Working at Genesys

• 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 de