Sr. Manager, 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 Sr. Manager, AI Solutions Architect, Customer Success leads a team of senior AI architects helping strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption . As part of the Agentic AI Orchestration (A2O) program , this leader is responsible for the people, technical leadership, customer outcomes, and execution of a portfolio of high-impact enterprise AI engagements.

This role leads a team operating at the intersection of customer strategy, solution architecture, rapid prototyping, product innovation, and production deployment . The Senior Manager enables architects to operate with a high degree of autonomy while establishing the guardrails, technical standards, and priorities necessary to deliver consistently strong outcomes.

The successful candidate will be a technically credible, customer-facing leader capable of coaching senior architects, navigating complex enterprise environments, resolving technical and organizational barriers, and engaging directly with customer executives and Genesys leadership when needed.

Working across Customer Success, Product, Innovation, Solution Consulting, Professional Services, Support, and other organizations, this leader will also ensure that insights from customer engagements influence Genesys product strategy, reusable solution patterns, and the evolution of how Genesys delivers agentic AI solutions at scale.

Key Responsibilities

• Lead, develop, and retain a team of Principal and senior AI Solutions Architects responsible for delivering strategic Agentic AI Orchestration engagements across North America

• Establish an environment where experienced architects can operate autonomously, exercise sound judgment, and adapt their approach to customer needs while maintaining appropriate technical, security, and delivery guardrails

• Own the overall health and outcomes of the team's portfolio of customer engagements, ensuring initiatives remain focused on measurable customer value, production readiness, adoption, and expansion potential

• Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies

• Maintain sufficient technical depth to engage directly in architecture discussions, challenge solution approaches, mentor architects, and step into complex customer situations or escalations when needed

• Guide teams through ambiguous and rapidly evolving customer environments, helping determine the appropriate approach based on business value, technical feasibility, customer readiness, risk, and time-to-value

• Partner with customer business and technology leaders to establish executive alignment, resolve barriers, and maintain momentum on strategic AI initiatives

• Serve as an escalation point for complex customer and technical issues, bringing together the appropriate Genesys resources to drive decisions and accelerate resolution

• Work closely with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering to align resources around high-priority customer opportunities

• Build strong relationships with Product and Engineering teams, creating a structured feedback loop that translates real-world customer experience into product insights, capability gaps, and priorities

• Identify successful patterns across engagements and help transform them into reusable architectures, accelerators, best practices, and delivery approaches that improve the speed and effectiveness of future engagements

• Champion responsible enterprise AI practices, including appropriate security, privacy, governance, safety, compliance, and production-readiness considerations

• Manage team capacity and engagement priorities, balancing strategic customer impact, business opportunity, technical complexity, and available expertise

• Recruit, onboard, coach, and develop high-performing technical talent while creating opportunities for continued growth in AI architecture, customer leadership, and emerging technologies

• Represent A2O with senior Genesys leadership and communicate portfolio progress, customer outcomes, emerging risks, product feedback, and opportunities for broader business impact

• Help evolve the A2O operating model based on field experience, ensuring the organization remains agile, outcome-focused, and responsive to changing customer and market needs

Required Qualifications

• 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines

• Demonstrated experience leading and developing senior technical professionals , including architects, consultants, engineers, or comparable roles

• Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms

• Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders

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

• Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs

• Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority

• Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives

• Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined

• Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals

• Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact

• Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions

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

Preferred Qualifications

• Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives

• Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems

• Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption

• Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs

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

• Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap in