Principal Solutions Architect

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our 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. Job Description Drive how large organizations adopt AI-powered experience orchestration to improve customer and employee outcomes at scale. This role shapes how enterprises evaluate, design, and implement modern customer experience platforms, influencing decisions that impact satisfaction, efficiency, and long-term digital strategy. As a Principal Solutions Consultant, you partner with business leaders, architects, and technical teams to translate complex challenges into clear, achievable solutions using Genesys Cloud. You bring both strategic perspective and technical depth, helping customers understand not just what is possible, but what will deliver measurable value. This role offers direct exposure to enterprise transformation initiatives, with opportunities to expand influence across platform strategy, AI adoption, and cross-functional leadership. Responsibilities: Discover – Lead discovery sessions, business value workshops, and stakeholder meetings to uncover business challenges, identify opportunities, and define measurable outcomes. Present findings and recommendations to both business and technical audiences. Innovate with AI – Lead customer-facing AI proof-of-concept (POC) initiatives, workshops, and trial programs. Help customers evaluate emerging AI capabilities, define success criteria, demonstrate business value, and accelerate adoption of Genesys AI solutions. Design & Demonstrate – Develop tailored solution demonstrations that align to customer objectives and tell a compelling story around business transformation, operational efficiency, and customer experience innovation. Advise & Influence – Act as a trusted technical advisor to executives, stakeholders, and influencers by connecting customer needs to Genesys solutions and strategic outcomes. Learn & Share – Maintain expertise in Genesys products, AI innovations, cloud technologies, and industry best practices. Share knowledge internally and externally to help customers realize long‑term value. Collaborate – Work closely with Sales, Product Management, Professional Services, Customer Success, and Partners to develop winning strategies and solve complex customer challenges. Maintain Sales Excellence – Consistently document customer engagements, discoveries, opportunities, workshop outcomes, competitive intelligence, and next steps in CRM. Maintain accurate and timely field notes to support forecasting, account planning, and cross‑functional collaboration. Minimum Requirements Passion for technology, innovation, and helping customers solve complex business problems. Strong interpersonal, presentation, verbal, and written communication skills, with the ability to engage audiences ranging from technical practitioners to executive leadership. Experience facilitating workshops, discovery sessions, design‑thinking engagements, or customer strategy discussions. Familiarity with AI, automation, conversational technologies, or customer experience platforms, with the ability to guide customers through evaluations, trials, and proof‑of‑concept initiatives. Ability to work effectively in a fast‑paced, cross‑functional environment while managing multiple priorities and deadlines. Strong problem‑solving skills and an ability to think creatively when addressing customer challenges. Understanding of enterprise IT concepts, cloud technologies, networking, security, databases, and software architecture. Experience maintaining accurate CRM records, opportunity updates, and customer engagement documentation. Must be based in the Eastern US Region. Compensation This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance‑based bonus opportunities. $123,100.00 - $216,500.00 Benefits Medical, Dental, and Vision Insurance Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Working at Genesys AI at enterprise scale – Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A 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. Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support. Time 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. Recognized 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. About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at View email address on click.appcast.io. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow‑ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We 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. #J-18808-Ljbffr