OverviewCandidarsi per questo ruolo è facile. Scorra verso il basso e faccia clic su "Candidati" per essere preso/a in considerazione per questa posizione.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 / Benefitsflexible-first culturegrowth through mentorship and educationpaid volunteer timeAugust Free Fridayswell-being resourcesregionally tailored programs for employees and familiesResponsabilitàLead discovery and strategy alignment with stakeholders to identify AI use cases and translate KPIs into technical prioritiesSurface underlying problems with data-driven hypotheses and direct high-leverage interventionsInfluence adoption through credible evidence and clear reasoning in the face of blockersTranslate AI performance and business impact into executive-ready recommendationsDefine reference architectures, data flows, and integration patterns for AI-powered experience orchestrationLead process-redesign workshops to achieve seamless, channel-agnostic CX and customer ownershipEnsure 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 suitesIntegrate Genesys AI components with customer CRM/ERP and third-party systemsEstablish KPIs and analytics to measure model and journey performance from day oneDesign evaluation frameworks for production AI quality (intent accuracy, retrieval, relevance, goal completion)Build automated eval pipelines for prompt variants, guardrails, and model versionsArchitect agentic systems with clear topology, tool schemas, and orchestration logicMeasure success through production adoption and tangible outcome improvementCollaborate with Customer Success and Professional Services to hand over production-ready assetsCodify field learnings into reusable frameworks and acceleratorsChampion responsible AI design and guardrails, ensuring ethical and compliant practiceMentor customers, partners, and internal teams to build AI maturityRequisiti fondamentali8–12 years of combined experience in AI implementation, CX/CCaaS consulting, or technical solution architectureHands-on experience with CX/CCaaS platforms (Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, xysqume ServiceNow)Experience with agentic AI systems in production contextsProven ability to work with APIs, data pipelines, and cloud environments (AWS, Azure, GCP)Mentoring experience and ability to codify expertise into repeatable approachesAutonomy in complex enterprise accounts, managing discovery and stakeholder expectationsStrong storytelling to translate data-driven findings into executive decisionsExperience in industries such as Financial Services, Healthcare, Insurance, Retail, or Public SectorMultilingual capability is advantageous for the EMEA regionConsultative mindsetStrong stakeholder managementStrategic storytelling and executive presenceCX orchestration and workflow design across multiple platformsConversational AI and Agentic Virtual Agent implementationKnowledge engineering: RAG, retrieval, semantic coverage

📌 Principal Ai Solutions Architect, Customer Success (Terni)
🏢 Genesys
📍 Terni