88100 United States - Genesys Cloud Services, Inc.
Principal AI Solutions Architect, Customer Success
Principal AI Solutions Architect in Genesys's EMEA Customer Success/Professional Services team, advising strategic enterprise customers on AI transformation: designing agentic-AI and conversational CX architectures, delivering POCs, eval pipelines and integrations on Genesys Cloud, and driving production adoption with measurable outcomes. German and English fluency required.
Compensation
Not disclosed
Location
Germany
Work setup
Onsite
Seniority
Principal
Employment
Not specified
Experience
8+ years
Category
Architecture
Posted
Skills
agentic-ai
ai
ai-enablement
analytics
api
aws
azure
cloud
conversational-ai
crm
data-governance
data-pipelines
data-science
erp
event-driven-architecture
gcp
gdpr
hipaa
json
llm
prompt-engineering
python
rest
salesforce
servicenow
sql
zoom
Must have
Bachelor's degree in Computer Science, Information Technology, Data Science, or related discipline
8–12 years combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture
Extensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar)
Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production
Experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)
Track record of mentoring technical peers and codifying expertise into reusable approaches
Proven autonomy in complex enterprise accounts: leading discovery, shaping scope, managing stakeholders
Comfortable operating without a defined playbook, forming and testing hypotheses under ambiguity
Translates data-driven findings into executive-ready narratives for C-level audiences
Proven leadership in cross-functional, complex enterprise environments
Product instinct: defining success metrics and articulating business cases for technical decisions
German and English fluency
CX orchestration and workflow design across multiple platforms
Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
Other languages across the EMEA region
Full description
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.
Principal AI Solutions Architect, Customer Success
Professional Services | AI & Digital Solutions | EMEA
As a Principal AI Solutions Architect, Customer Success at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation.
You 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.
This 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.
What You’ll DoAdvise, Influence & Drive Adoption
Lead 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
Surface 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
Influence adoption through credibility: when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoning
Translate 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
Design and Architecture
Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration — adapting the approach iteratively as customer context and data reveals new priorities
Lead process-redesign workshops to create seamless, channel-agnostic CX — facilitated with a consultative approach that builds customer ownership of the solution
Principal AI Solutions Architect, Customer Success at 8100 United States - Genesys Cloud Services, Inc. (Germany) — aijobsearch
Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying
Deep working knowledge of an enterprise CCaaS or Agentic AI platform (Genesys Cloud preferred, or Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, Cognigy)
Data and integration expertise: REST APIs, event-driven architecture, JSON
Data governance, security compliance (GDPR, PDPA, PCI, HIPAA), and responsible AI design principles
Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)
Prototype and Implementation
Deliver 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
Integrate Genesys AI components with customer CRM, ERP, and third-party systems
Establish implementation KPIs and analytics to measure model and journey performance from day one — not as an afterthought
AI Engineering & Outcome-Oriented Delivery
Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherence
Build automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions
Architect agentic systems with precision: define agent topology, design tool schemas, and engineer orchestration logic.
Measure success through production adoption and demonstrable outcome improvement — use outcome data as the primary signal for where to focus next
Optimisation and Continuous Improvement
Define baseline metrics at engagement start and iterate relentlessly
Evaluate solution performance against KPIs and refine designs based on data-driven insights, changing direction quickly when the data signals it
Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps
Codify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagements
Governance, Ethics, and Enablement
Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses
Adhere to Genesys ethical standards and compliance frameworks
Mentor customer, partner, and internal teams to build long-term AI maturity and self-sufficiency — transferring expertise, not just delivering outcomes
Feed well-formed, evidence-backed field signal to product and solution teams — precise enough to influence roadmap priorities directly
What We’re Looking ForExperience
Bachelor’s degree (Master’s preferred) in Computer Science, Information Technology, Data Science, or a related discipline
8–12 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
Extensive 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)
Hands-on experience with agentic AI systems: building, evaluating, or operating LLM-powered agents in production contexts
Demonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP)
Track record of mentoring or developing technical peers and codifying expertise into approaches others can build on
Consultative & Customer-Facing Skills
Proven autonomy inside complex enterprise accounts — leading discovery, shaping scope, managing stakeholder expectations, and building trust without hand-holding
Comfortable 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
Translates data-driven findings into executive-ready narratives: quantified outcomes, causal relationships, and clear next steps — not qualitative summaries
Proven leadership in cross-functional environments and complex enterprise contexts
Product instinct: able to define success metrics, surface well-formed requirements, and articulate the business case for technical decisions
Experience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
German and English fluency. Other languages will be an advantage across the EMEA region
Technical Skills
CX orchestration and workflow design across multiple platforms — with a focus on outcome over architecture elegance
Conversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels
Knowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption
Agentic system design: tool schema authoring, multi-agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise-safe agent behaviour
Applied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying — AI-assisted development tooling expected and encouraged
Deep 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
Data and integration expertise: REST APIs, event-driven architecture, JSON
Data governance, security compliance, and responsible AI design principles
#LI-MC1
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 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.
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.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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Be the one building what's next - where AI, experience and impact come together.Employee Referral
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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 .
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.