Genesys

Principal AI Solutions Architect, Customer Success

Ontario, Canada · Principal

Sponsorship not specified$136k-$179kDetected 6 days ago

Distributed SystemsAWSGCPAzureCloud PlatformsRESTNLPLLMsAgentic AIAI OrchestrationCRMRecruitingCustomer SuccessLeadershipMentoring

About the role

Working directly with senior customer stakeholders, you will align AI initiatives to measurable KPIs, ensuring each deployment improves experience quality, operational efficiency, or revenue performance.
Your work will directly impact how enterprises evolve from isolated AI pilots to sustained, enterprise-wide transformation.
This role offers exposure to complex, multi-system architectures and cutting-edge AI capabilities, including virtual agents, copilots, and orchestration frameworks.

Lead end-to-end design and delivery of Agentic AI solutions that improve customer experience outcomes and operational efficiency
Translate business KPIs into scalable AI architectures that drive measurable improvements in automation, containment, and customer satisfaction
Design reference architectures, integration patterns, and data flows that enable seamless orchestration across channels and enterprise systems
Drive alignment between customer stakeholders, internal teams, and delivery partners to ensure successful AI adoption and value realization
Deliver rapid prototypes and MVPs using Genesys Cloud AI capabilities, accelerating time to value while ensuring production scalability
Optimize deployed AI solutions through continuous iteration, using performance data to enhance accuracy, efficiency, and business impact
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 Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Be the one building what's next - where AI, experience and impact come together.
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.

8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments
Strong expertise in cloud platforms such as AWS, Azure, or GCP, with hands-on experience in distributed systems and integrations
Proven experience designing and implementing API-driven and event-based architectures using REST, JSON, and modern integration patterns
Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
Experience working with conversational AI, NLP, or AI-driven customer experience platforms
Ability to operate independently in complex, fast-moving environments with high ambiguity
You can expect a response within 24-48 hours.
If you have any questions, please include them in your email.

Experience with Genesys Cloud or similar contact center platforms
Background in AI orchestration, LLM integrations, or agent-assist technologies
Exposure to large-scale digital transformation or enterprise AI adoption programs
$136,100.00 - 178,600.00
Working at Genesys
150+ new AI features were released in the last fiscal year.
Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
What Happens After You Apply

This role has a market-competitive salary with an anticipated base compensation range listed below.
$136,100.00 - 178,600.00

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
This role might also be eligible for a commission or performance-based bonus opportunities.
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 development and education support.
Time 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.

This listing is sourced directly from Genesys's careers page and normalized into a canonical job model.