SR. Principal AI Solutions Architect, Customer Success
Role Overview
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.
Key Skills for This Role
Full Job Posting
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
- Click here to view a summary overview of our Benefits.
- 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.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys CloudTM 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 www.genesys.ai.
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 [email protected].
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.
About Genesys
Genesys is a US-based software company that provides cloud contact center and customer experience solutions, including its flagship Genesys Cloud platform powered by AI.
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