2 дня назад
Principal AI Solutions Architect, Customer Success (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Principal AI Solutions Architect, Customer Success (AI): Designing, prototyping, and operationalizing Genesys AI solutions for strategic customers across the Asia-Pacific region with an accent on CX orchestration, enterprise integrations, and responsible AI. Focus on mapping AI initiatives to business KPIs, building production-ready prototypes, and guiding customers through complex transformation and governance challenges.
Location: Manila, Philippines; hybrid work
Company
provides an AI-powered experience orchestration platform that connects people, systems, data, and AI for customer and employee experiences.
What you will do
- Partner with strategic Asia-Pacific customers, CX Advisors, executive sponsors, and senior stakeholders to define AI transformation roadmaps.
- Map business KPIs such as AHT, CSAT, containment, and revenue uplift to strategic AI initiatives.
- Define reference architectures, integration standards, and AI design patterns across Cloud and customer ecosystems.
- Lead CX and AI process-redesign workshops spanning multiple channels, business units, and systems.
- Build rapid POCs and MVPs with Cloud AI Studio, Copilot, and related product suites, integrating CRM, ERP, and third-party systems.
- Measure solution performance, hand over production-ready assets, promote responsible AI practices, and mentor customer and partner teams.
Requirements
- 12+ years of relevant experience, including 5+ years implementing CX, CRM, or AI orchestration platforms and 3+ years in solution architecture, systems integration, or AI-enabled process design.
- Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience.
- Experience with APIs, data pipelines, modern cloud environments, REST, event-driven architecture, JSON, microservices, and analytics tools such as SQL, Tableau, or Power BI.
- Knowledge of conversational AI or agent assist across voice, chat, and messaging, as well as omnichannel CX and customer journey mapping.
- Understanding of enterprise security, privacy, data governance, and regulatory requirements including GDPR, PDPA, PCI, and applicable HIPAA requirements.
- Strong analytical, communication, leadership, stakeholder engagement, and cross-functional collaboration skills; potential international travel is required.
Nice to have
- Experience in Insurance, Healthcare, Banking, Retail, or Public Sector industries.
- Experience mentoring peers, customers, partners, or cross-functional teams.
Culture & Benefits
- Flexible-first ways of working within a global organization.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
- Opportunity to build and operate AI-powered technology used by more than 8,000 organizations worldwide.
Hiring process
- Application review by Talent Acquisition and the hiring team.
- Zoom interview followed by meetings with the hiring manager and interview panel.
- Most processes include no more than five interviews before final follow-up.
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