Principal AI Solutions Architect, Customer Success
Compensation
CA$136.1K–CA$178.6K / yr
Location
Ontario, Canada
Work setup
Not specified
Seniority
Principal
Employment
Not specified
Experience
8+ years
Category
Architecture
Posted
Skills
agentic-ai
ai
ai-enablement
api
automation
aws
azure
cloud
conversational-ai
crm
data-governance
distributed-systems
gcp
json
llm
nlp
zoom
Must have
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
Strong stakeholder engagement skills, including experience working with senior executives and cross-functional teams
Ability to operate independently in complex, fast-moving environments with high ambiguity
Solid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deployments
Nice to have
Experience with Genesys Cloud or similar contact center platforms
Background in AI orchestration, LLM integrations, or agent-assist technologies
Familiarity with customer journey mapping and omnichannel experience design
Experience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
Exposure to large-scale digital transformation or enterprise AI adoption programs
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.
Role Overview:
This role drives enterprise AI transformation by turning ambitious customer goals into scalable, production-ready outcomes across Genesys Cloud. You will operate at the intersection of strategy, architecture, and execution, shaping how leading organizations design and deliver AI-powered customer experiences at scale. At Genesys, we are advancing customer experience through empathy, innovation, and AI, helping organizations create meaningful connections that drive measurable business impact.
You will own the end-to-end orchestration of Agentic AI solutions, from early discovery through continuous optimization, influencing both technical direction and business outcomes. 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. You will collaborate across product, engineering, and customer-facing teams to accelerate innovation while ensuring governance, compliance, and long-term scalability.
Key Responsibilities:
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
Influence enterprise AI strategy by advising on platform evolution, integration approaches, and long-term transformation roadmaps
Champion responsible AI practices, ensuring solutions meet security, privacy, and regulatory requirements while maintaining ethical standards
Required Qualifications:
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
Strong stakeholder engagement skills, including experience working with senior executives and cross-functional teams
Ability to operate independently in complex, fast-moving environments with high ambiguity
Solid understanding of data governance, security, and compliance frameworks relevant to enterprise AI deployments
Preferred Qualifications:
Experience with Genesys Cloud or similar contact center platforms
Background in AI orchestration, LLM integrations, or agent-assist technologies
Familiarity with customer journey mapping and omnichannel experience design
Experience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
Exposure to large-scale digital transformation or enterprise AI adoption programs
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 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.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
This is an active opening at Genesys. 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.
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:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.