Principal AI Solutions Architect, Customer Success

Overview

Principal AI Solutions Architect, Customer Success serves as a strategic and technical bridge for customers’ AI transformation in the EMEA region.

What you'll do

• Lead discovery and strategy alignment to identify AI use cases and translate business KPIs into technical priorities.
• Use data and evaluation outputs to form hypotheses, guiding where intervention has the most leverage.
• Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration.
• Deliver rapid POC and MVP implementations using Genesys AI tools and related product suites.
• Design evaluation frameworks and automated eval pipelines to measure solution quality and iterate on prompt/guardrail/model changes.
• Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.

What you'll need

• Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related discipline (Master’s preferred).
• 8–12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture.
• On-field experience implementing or supporting CX, CRM, or AI orchestration platforms.
• Hands-on experience building, evaluating, or operating LLM-powered agentic systems in production.
• Experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP).
• German and English fluency.

Details

• Location: Germany.