About this opportunity
Genesys lists this SR. Principal AI Solutions Architect, Customer Success opportunity in california, Missouri. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Omnichannel Customer Experience
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.
Senior Principal Agentic AI Orchestrator
About This Role
Genesys is seeking a Senior Principal Agentic AI Orchestrator to lead the next generation of AI-powered customer experience transformation.
This role serves as a strategic advisor, enterprise architect, and transformation leader responsible for helping the world's largest organizations realize measurable business outcomes through Agentic AI, Experience Orchestration, Automation, and Data-Driven Customer Engagement.
As a Senior Principal Agentic AI Orchestrator, you will operate at the intersection of business strategy, AI innovation, customer experience transformation, and executive leadership. You will partner directly with C-suite executives, business leaders, and technical stakeholders to define enterprise AI strategies, architect scalable solutions, and guide customers from AI experimentation to enterprise-wide adoption and continuous innovation.
You will influence customer transformation roadmaps, shape Genesys AI strategy through customer insight and market feedback, and establish repeatable frameworks that accelerate AI success across the Genesys customer ecosystem.
This role offers a unique opportunity to define how enterprises adopt Agentic AI and establish Genesys as the market leader in AI-powered experience orchestration.
What You'll Do
Executive Discovery and Strategic Alignment
Partner directly with executive stakeholders, business leaders, and enterprise architects to identify transformational opportunities using Genesys AI and Experience Orchestration capabilities
Lead enterprise discovery engagements to understand business objectives, operational challenges, customer experience gaps, and AI maturity across the organization
Develop strategic AI transformation roadmaps aligned to customer business priorities and measurable business outcomes
Assess value, complexity, risk, and organizational readiness to prioritize initiatives with the highest potential impact
Facilitate executive workshops and strategy sessions focused on AI adoption, customer experience modernization, workforce transformation, and enterprise automation
Establish value realization frameworks and governance models that support long‑term AI success
Serve as a trusted advisor to customer executives throughout their AI transformation journey
Enterprise Architecture and Solution Design
Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.
Define enterprise reference architectures, integration patterns, governance frameworks, and operating models for AI-powered experience orchestration.
Lead the design of complex solutions spanning:
Agentic AI
Virtual Agents
AI Copilots
Workforce Engagement
Knowledge Management
Customer Journey Orchestration
Data and Analytics
Automation Platforms
Omnichannel Customer Experience
Establish reusable architectural patterns that can be leveraged across customers, industries, and strategic initiatives.
Ensure all solutions align with security, privacy, regulatory, and responsible AI requirements including GDPR, HIPAA, PCI, SOC2, and emerging AI governance standards.
Provide strategic architectural leadership for multi‑cloud and hybrid‑cloud deployments across AWS, Azure, and Google Cloud.
AI Transformation and Solution Delivery
Lead the technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption.
Guide customers in designing and implementing scalable AI solutions leveraging:
Genesys Cloud AI Studio
Agentic Virtual Agents
AI Copilots
Predictive Engagement
Journey Management
Knowledge Management
Third‑party AI and LLM ecosystems
Provide technical leadership for integrations involving:
CRM Platforms
ERP Systems
Data Lakes
Data Warehouses
Knowledge Platforms
Enterprise Applications
LLM Providers
Workflow Automation Platforms
Act as executive technical sponsor for strategic customer engagements and high‑profile AI transformation initiatives.
Coordinate cross‑functional teams including Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.
Enterprise Optimization and Value Realization
Own executive-level accountability for business outcomes and value realization following deployment
Define KPI frameworks and success metrics that demonstrate measurable impact across customer experience, operational efficiency, workforce productivity, and revenue growth
Drive continuous optimization through data‑driven analysis, experimentation, and iterative AI improvement
Establish AI Centers of Excellence, operating models, governance processes, and adoption frameworks that enable customers to scale AI innovation independently
Develop reusable methodologies, accelerators, and best practices that improve delivery consistency and speed across strategic customer programs
Identify opportunities for expansion, innovation, and long‑term partnership growth through proactive engagement and thought leadership
Governance, Responsible AI, and Industry Leadership
Champion responsible AI principles and governance frameworks that ensure ethical, transparent, and compliant AI deployment
Advise executive stakeholders on AI risk management, governance, security, privacy, explainability, and regulatory compliance
Establish guardrails and operating standards that support safe and scalable AI adoption
Represent Genesys as a thought leader in AI, customer experience transformation, and experience orchestration
Contribute to industry events, customer advisory boards, executive briefings, strategic workshops, and market‑facing initiatives
Influence future Genesys AI strategy through customer feedback, industry trends, and emerging technology insights
What We're Looking For
Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience.
12+ years of experience leading enterprise technology, customer experience, automation, AI, or digital transformation initiatives
5+ years of experience designing and implementing enterprise‑scale AI, analytics, automation, or cloud transformation programs
Demonstrated success leading strategic engagements with Fortune 1000 organizations and executive stakeholders
Proven experience operating independently in highly complex and ambiguous environments
Strong track record of delivering measurable business outcomes through technology transformation initiatives
Experience influencing organizational strategy, executive decision‑making, and enterprise technology roadmaps
Desired Technical Skills
Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation.
Strong understanding of Retrieval‑Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management.
Expert knowledge of cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform.
Strong experience with:
REST APIs
Event‑Driven Architectures
Microservices
Integration Platforms
Enterprise Data Architectures
Data Pipelines
JSON
AI Service Integration
Experience integrating commercial and open‑source AI ecosystems including OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services.
Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics.
Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks.
Business And Leadership Skills
Exceptional executive communication and stakeholder engagement skills
Proven ability to influence C‑suite executives and enterprise decision makers
Strong strategic thinking and business acumen with the ability to connect emerging AI technologies to measurable business outcomes
Demonstrated success leading large‑scale enterprise transformation programs involving multiple stakeholders, business units, and technology domains
Ability to build trusted advisor relationships with executives, architects, operational leaders, and technical teams
Experience mentoring senior consultants, architects, and transformation leaders
Recognized thought leadership in AI, customer experience, automation, digital transformation, or related domains
Experience across industries including Financial Services, Healthcare, Insurance, Retail, Telecommunications, Public Sector, or other enterprise verticals is highly desirable
Success Profile
The successful candidate is recognized as a strategic AI transformation leader who combines deep technical expertise with executive advisory capabilities.
They influence enterprise AI strategy, shape customer transformation outcomes, establish scalable operating models, and drive adoption of Agentic AI at organizational scale. They operate with significant autonomy, contribute to Genesys thought leadership, and create repeatable frameworks that accelerate AI success across the broader customer ecosystem.
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.
$159,500.00 - $280,500.00
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
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
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. 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
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Worksite address
california, MO, 65018, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.