Principal AI Solutions Architect, Customer Success

In this role you partner with strategic EMEA customers to drive AI transformation and adoption of Genesys’ AI-powered experience orchestration. You bridge business objectives and technical delivery, translating KPIs into actionable AI priorities. You’ll shape reference architectures, lead value-driven experiments, and guide cross-functional teams to production-grade AI outcomes that scale across enterprises. This is a hands-on, leadership-heavy role focused on impactful, customer-centric AI programs.

• flexible-first culture
• growth and mentorship opportunities
• learning and leadership development
• paid volunteer time
• August Free Fridays
• well-being resources

• Lead discovery and strategy alignment with customers and internal teams to identify AI use cases and value
• Define reference architectures, data flows, and integration patterns for AI-powered orchestration
• Prototype and implement rapid POC/MVPs using Genesys AI tools and integrate with CRM/ERP systems
• Design evaluation frameworks and KPIs to measure model and journey performance from day one
• Champion responsible AI, guardrails, and regulatory compliance across projects
• Mentor teams and codify learnings into reusable frameworks and accelerators
• Handover production-ready assets and roadmaps to Customer Success and Professional Services
• Translate data-driven findings into executive-ready narratives to influence business decisions
• Collaborate across enterprise contexts to adapt solutions as data and priorities evolve
• Measure success by production adoption and measurable outcome improvements

• Bachelor’s degree in a related field with 8–12 years of AI/CX/solution architecture experience
• Hands-on experience with CX/CCaaS platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow)
• Experience building or operating LLM-powered agents in production
• Proficiency with APIs, data pipelines, and cloud environments (AWS, Azure, GCP)
• Mentoring experience and ability to codify expertise into repeatable approaches
• Fluency in Dutch and English
• Strong consultative, customer-facing skills and ability to navigate complex enterprise accounts
• Track record of defining success metrics and business cases for technical decisions
• Experience across industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
• Multilingual communication is advantageous

• Autonomy in ambiguous environments
• Cross-functional collaboration
• Executive storytelling with quantified outcomes
• CX orchestration and workflow design across multiple platforms
• Conversational AI and Agentic Virtual Agent implementation
• Knowledge engineering and RAG pipelines