Principal AI Solutions Architect, Customer Success

**Location:** California (Remote) **Role Type:** Contract Job Description We are seeking an experienced **Digital Bot / Agentic AI professional** to design, develop, and support digital bot, routing, IVR, and AI\-driven solutions. The ideal candidate will have strong experience with **Genesys platforms, Digital CCaaS, conversational AI, routing applications, and agentic AI technologies**, along with proven customer\-facing consulting experience. Key Responsibilities * Manage project initiatives of strategic importance to the organization. * Participate in customer workshops and design digital bot flows using Genesys products, design best practices, and product\-specific capabilities. * Independently design, develop, and maintain routing applications for **Digital Virtual Agents and Digital Agentic Virtual Agents**. * Collaborate with Genesys technical teams and business partners to deliver scalable digital solutions. * Create accurate development effort estimates in collaboration with team managers, Professional Services project managers, and regional managers. * Analyze complex technical issues and exercise independent judgment in selecting appropriate methods, techniques, and evaluation criteria. * Work with the **Product Owner and Scrum Master** to drive user story creation and ownership for SS\&AI\-owned epics covering **IVR, Routing, and Bots**. * Lead SS\&AI team delivery and ensure successful execution of assigned initiatives. * Present and demonstrate proposed digital bot solutions to customers and stakeholders. * Perform knowledge transfer and documentation of delivered solutions at the conclusion of engagements. * Create and execute test scripts for call flows and other application logic. * Leverage existing Genesys tools, logs, and reporting capabilities to provide **UAT and QA support**. * Collaborate effectively across global teams while considering cultural, language, and time\-zone differences. * Demonstrate flexibility in working hours to accommodate customer and team interactions. * Provide feedback to Product teams regarding issues with APIs, products, documentation, and architectures. * Work independently to provide customer\-facing technical consulting and help define key deliverables, outcomes, coding best practices, and deployment strategies. * Contribute as a team player and support organizational goals. Minimum Requirements * Bachelor's or Master's degree in **Computer Science, Engineering, or a related field**, or equivalent experience preferred. * **10\+ years** of experience with commercial **Digital CCaaS applications, routing, bots, and software development** using appropriate development tools. * Experience with **Advanced Speech Recognition engines**. * Additional programming experience with languages such as **PHP, Java, or C\#** is a plus. * **6\+ years** of experience working with digital and/or voice bots on platforms such as **Google Dialogflow and Amazon Lex**. * Hands\-on experience with **webhooks, fulfillment, and bot development**. * Ability to work **U.S. business hours**. * Demonstrated understanding and practical experience using **Generative AI and Agentic AI tools**. * Proven experience in a **customer\-facing technical role**, including handling challenging customer situations and providing thought leadership in client consulting. * Strong understanding of **IVR application architecture**, including: * Web components * Telephony * Caching * Prompt servers * Automatic Speech Recognition (ASR) * Operational diagnostics * Ability to work independently with general direction and take initiative in defining and developing new product features. * Strong analytical, programming, troubleshooting, and problem\-solving skills. * Ability to quickly learn and adopt new technologies and product capabilities. * Excellent **verbal and written communication skills in English**, with the ability to communicate effectively with both technical and business audiences. * Ability to effectively consult with clients, vendors, and internal teams in a fast\-paced environment with flexible schedules. * Experience assisting with escalated customer issues originating from customers or partners. * Willingness to travel when required. Desirable Skills * Demonstrated experience designing, developing, and supporting **Agentic AI bots**, including: * Autonomous decision\-making * Tool integration * Workflow orchestration * Memory management * Prompt engineering * LLM\-based conversational AI * Hands\-on experience developing and deploying **Genesys solutions** using tools such as: * Genesys Cloud * Genesys Architect * Dialog Engine * Composer * Designer * Intelligent Automation * Experience with **Google Dialogflow and Amazon Lex**. * **Genesys GCP or AWS certification**. * Experience with **bot and intent tuning**. Pay: $65\.00 \- $75\.00 per hour Benefits: * 401(k) Work Location: In person