PpDescrizione dell’offerta di lavoro /p pBe the one building AI-powered experiences where they matter mostAt Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. /p pSe desidera conoscere i requisiti per questo ruolo, continui a leggere per trovare tutte le informazioni pertinenti. /p pOur 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. /p pProfessional Services | AI Digital Solutions | EMEAAs an Principal AI Solutions Architect, Customer Success at Genesys, you will serve as the strategic and technical bridge between customer ambition and successful AI transformation. /p pYou will partner directly with strategic customers across the EMEA region — leading with a consultative approach, moving with the agility that enterprise AI demands, and measuring success against customer business outcomes. /p pAt Genesys, we're transforming how organisations connect with their customers through empathy, collaboration, and innovation. /p pThis role offers the opportunity to make a lasting impact by helping enterprises move from AI exploration to continuous transformation — and to shape how that transformation capability is built and scaled within the organisation. /p h3What You’ll Do /h3 ul liAdvise, Influence Drive Adoption /li liLead discovery and strategy alignment — partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases, assess feasibility and value, and translate business KPIs into actionable technical priorities /li liSurface the real problem beneath the presenting symptom — use data, evaluation outputs, and systematic analysis to form precise hypotheses and direct where intervention has the most leverage /li liInfluence adoption through credibility: when customers are blocked, uncertain, or sceptical, resolve it through evidence and clearly articulated reasoning /li liTranslate data-driven findings into executive-ready narratives — present complex AI performance insights, business impact, and recommendations with the clarity and confidence that influences C-level decisions /li liDesign and Architecture — Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration — adapting the approach iteratively as customer context and data reveals new priorities /li liLead process-redesign workshops to create seamless, channel-agnostic CX — facilitated with a consultative approach that builds customer ownership of the solution /li liEnsure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable) /li liPrototype and Implementation — Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related product suites — moving from hypothesis to working prototype at pace, and adjusting direction when the evidence requires it /li liIntegrate Genesys AI components with customer CRM, ERP,



and third-party systems /li liEstablish implementation KPIs and analytics to measure model and journey performance from day one — not as an afterthought /li liAI Engineering Outcome-Oriented Delivery — Design and implement evaluation frameworks to measure AI solution quality in production: intent accuracy, retrieval groundedness, response relevance, agent goal completion, and policy adherence /li liBuild automated eval pipelines that enable rapid, systematic iteration across prompt variants, guardrail configurations, and model versions /li liArchitect agentic systems with precision: define agent topology, design tool schemas, and engineer orchestration logic /li liMeasure success through production adoption and demonstrable outcome improvement — use outcome data as the primary signal for where to focus next /li liOptimisation and Continuous Improvement — Define baseline metrics at engagement start and iterate relentlessly /li liEvaluate solution performance against KPIs and refine designs based on data-driven insights, changing direction quickly when the data signals it /li liCollaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps /li liCodify field learnings into reusable frameworks, evaluation standards, and accelerators that scale capability beyond individual engagements /li liGovernance, Ethics, and Enablement — Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses /li liAdhere to Genesys ethical standards and compliance frameworks /li liMentor customer, partner, and internal teams to build long-term AI maturity and self-sufficiency — transferring expertise, not just delivering outcomes /li liFeed well-formed, evidence-backed field signal to product and solution teams — precise enough to influence roadmap priorities directly /li /ul h3What We’re Looking For /h3 ul liExperience: Bachelor's degree (Master's preferred) in Computer Science, Information Technology, Data Science, or a related discipline /li li8–12 years of combined experience across AI implementation, CX/CCaaS platform consulting, or technical solution architecture — demonstrated through overlap and measurable customer impact, not additive year counts across separate tracks /li liExtensive on-field experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar) /li liHands‑on experience with agentic AI systems: building, evaluating, or operating LLM‑powered agents in production contexts /li liDemonstrated experience working with APIs, data pipelines, and modern cloud environments (AWS, Azure, GCP) /li liTrack record of mentoring or developing technical peers and codifying expertise into approaches others can build on /li liProven autonomy inside complex enterprise accounts — leading discovery, shaping scope, managing stakeholder expectations, and building trust without hand‑holding /li liComfortable operating without a defined playbook — able to form and test hypotheses under ambiguity, pivot quickly when the data signals a change, and bring stakeholders along through the process /li liTranslates data-driven findings into executive‑ready narratives: quantified outcomes, causal relationships,



and clear next steps — not qualitative summaries /li liProven leadership in cross‑functional environments and complex enterprise contexts /li liProduct instinct: able to define success metrics, surface well‑formed requirements, and articulate the business case for technical decisions /li liExperience with industry verticals such as Financial Services, Healthcare, Insurance, Retail, or Public Sector /li liMultilingual communication ability is an advantage across the EMEA region /li /ul h3Technical Skills /h3 ul liCX orchestration and workflow design across multiple platforms — with a focus on outcome over architecture elegance /li liConversational AI and Agentic Virtual Agent implementation across voice, chat, and messaging channels /li liKnowledge engineering: retrieval system diagnosis, RAG pipeline design, semantic coverage analysis, and knowledge optimisation for AI consumption /li liAgentic system design: tool schema authoring, multi‑agent topology, prompt engineering as a systematic discipline, and guardrail implementation for enterprise‑safe agent behaviour /li liApplied data analysis: Python for evaluation scripting, log analysis, and integration development; SQL for operational data querying — AI‑assisted development tooling expected and encouraged /li liDeep working knowledge of one or more enterprise CCaaS or Agentic AI platforms — Genesys Cloud preferred, or equivalent such as Google CCAI, Salesforce, AWS Connect, NICE CXone, Sierra, Decagon, or Cognigy; demonstrated expertise in deploying and optimising conversational or agentic AI solutions on any of these platforms is equally valued /li liData and integration expertise: REST APIs, event‑driven architecture, JSON /li liCloud infrastructure familiarity: provisioning, access control, and cost management (AWS preferred) /li liData governance, security compliance, and responsible AI design principles /li /ul h3Compensation /h3 pActual earnings will vary depending on a candidate's experience, qualifications, skills, and location. /p p96,100.00 - 124,400.00 /p h3Benefits /h3 ul liWorking at GenesysAI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. /li li150+ new AI features were released in the last fiscal year. /li liA 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. /li liGrowth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support. /li liTime 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. /li liRecognized 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. /li /ul h3Equality diversity /h3 pGenesys is an equal opportunity employer committed to fairness in the workplace. /p pWe 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. /p pLocation: Italy /p pType: Tempo pieno /p /p #J-18808-Ljbffr

📌 Principal ai solutions architect, customer success (Spoleto)
🏢 Genesys
📍 Spoleto