Overview

In this role you bridge customer ambition and AI transformation, partnering with strategic customers across EMEA to identify value and drive adoption. You will shape reference architectures, lead with a consultative approach, and deliver rapid AI-enabled outcomes. You’ll convert data insights into executive-ready narrative and guide multi-platform integration to improve CX. This is a chance to scale AI capabilities within enterprises and contribute to reusable frameworks that accelerate transformation.

Retribuzione / Benefits

- flexible-first culture
- growth through mentorship and education
- paid volunteer time
- August Free Fridays
- well-being resources
- regionally tailored programs for employees and families

Responsabilità

- Lead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into technical priorities
- Surface underlying problems with data-driven hypotheses and direct high-leverage interventions
- Influence adoption through credible evidence and clear reasoning in the face of blockers
- Translate AI performance and business impact into executive-ready recommendations
- Define reference architectures, data flows, and integration patterns for AI-powered experience orchestration
- Lead process-redesign workshops to achieve seamless, channel-agnostic CX and customer ownership
- Ensure designs comply with security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable)
- Deliver rapid POC/MVPs using Genesys Cloud AI Studio, CoPilot, Agentic Virtual Agent, and related suites
- Integrate Genesys AI components with customer CRM/ERP and third-party systems
- Establish KPIs and analytics to measure model and journey performance from day one




- Design evaluation frameworks for production AI quality (intent accuracy, retrieval, relevance, goal completion)
- Build automated eval pipelines for prompt variants, guardrails, and model versions
- Architect agentic systems with clear topology, tool schemas, and orchestration logic
- Measure success through production adoption and tangible outcome improvement
- Collaborate with Customer Success and Professional Services to hand over production-ready assets
- Codify field learnings into reusable frameworks and accelerators
- Champion responsible AI design and guardrails, ensuring ethical and compliant practice
- Mentor customers, partners, and internal teams to build AI maturity

Requisiti fondamentali

- 8–12 years of combined experience in AI implementation, CX/CCaaS consulting, or technical solution architecture
- Hands-on experience with CX/CCaaS platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow)
- Experience with agentic AI systems in production contexts
- Proven ability to work with APIs, data pipelines, and cloud environments (AWS, Azure, GCP)
- Mentoring experience and ability to codify expertise into repeatable approaches
- Autonomy in complex enterprise accounts, managing discovery and stakeholder expectations
- Strong storytelling to translate data-driven findings into executive decisions
- Experience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
- Multilingual capability is advantageous for the EMEA region

- Consultative mindset
- Strong stakeholder management
- Strategic storytelling and executive presence
- CX orchestration and workflow design across multiple platforms
- Conversational AI and Agentic Virtual Agent implementation
- Knowledge engineering: RAG, retrieval, semantic coverage

📌 Principal AI Solutions Architect, Customer Success (Pavia)
🏢 Genesys
📍 Pavia