Principal Ai Solutions Architect, Customer Success

ppIn this role you bridge customer ambition and AI transformation, partnering with strategic customers across EMEA to identify value and drive adoption. You will shape reference architectures, lead with a consultative approach, and deliver rapid AI-enabled outcomes. You’ll convert data insights into executive-ready narrative and guide multi-platform integration to improve CX. This is a chance to scale AI capabilities within enterprises and contribute to reusable frameworks that accelerate transformation. /pulliflexible-first culture /liligrowth through mentorship and education /liliAugust Free Fridays /liliregionally tailored programs for employees and families /liliLead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into technical priorities /liliSurface underlying problems with data-driven hypotheses and direct high-leverage interventions /liliInfluence adoption through credible evidence and clear reasoning in the face of blockers /liliTranslate AI performance and business impact into executive-ready recommendations /liliDefine reference architectures, data flows, and integration patterns for AI-powered experience orchestration /liliLead process-redesign workshops to achieve seamless, channel-agnostic CX and customer ownership /liliEnsure designs comply with security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable) /liliDeliver rapid POC/MVPs using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related suites /liliIntegrate Genesys AI components with customer CRM/ERP and third-party systems /liliEstablish KPIs and analytics to measure model and journey performance from day one /liliDesign evaluation frameworks for production AI quality (intent accuracy, retrieval, relevance, goal completion) /liliBuild automated eval pipelines for prompt variants, guardrails, and model versions /liliArchitect agentic systems with clear topology, tool schemas, and orchestration logic /liliMeasure success through production adoption and tangible outcome improvement /liliCollaborate with Customer Success and Professional Services to hand over production-ready assets /liliCodify field learnings into reusable frameworks and accelerators /liliChampion responsible AI design and guardrails, ensuring ethical and compliant practice /liliMentor customers, partners, and internal teams to build AI maturity /lili8-12 years of combined experience in AI implementation, CX/CCaaS consulting, or technical solution architecture /liliHands-on experience with CX/CCaaS platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow) /liliExperience with agentic AI systems in production contexts /liliProven ability to work with APIs, data pipelines, and cloud environments (AWS, Azure, GCP) /liliMentoring experience and ability to codify expertise into repeatable approaches /liliAutonomy in complex enterprise accounts, managing discovery and stakeholder expectations /liliStrong storytelling to translate data-driven findings into executive decisions /liliExperience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector /liliMultilingual capability is advantageous for the EMEA region /liliConsultative mindset /liliStrategic storytelling and executive presence /liliCX orchestration and workflow design across multiple platforms /liliConversational AI and Agentic Virtual Agent implementation /liliKnowledge engineering: RAG, retrieval, semantic coverage /li /ulpPrincipal AI Solutions Architect, Customer Success, savona, liguria, it /p /p #J-18808-Ljbffr