: Principal Solutions Consultant - Enterprise AI & Customer Experience (Genesys Cloud)

Job title: Principal Solutions Consultant - Enterprise AI & Customer Experience (Genesys Cloud)

JD: 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:

• As an Enterprise Solutions Consultant, you will partner with some of our largest and most strategic customers, helping organizations that invest more than $1M annually in their customer experience transformation initiatives.
• Enterprise Solutions Consultants typically support 2-3 Account Executives and serve as trusted advisors throughout the sales cycle.
• 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.
• 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.

Pre-Screening Questions

Q1: Does candidate have hands-on experience designing and delivering solution demonstrations or Proof-of-Concepts (POCs) for Genesys Cloud or similar CCaaS/customer experience platforms?

Q2: Does candidate have practical experience with enterprise IT and cloud architecture concepts, such as integrating AI/conversational technologies, APIs, networking, and databases?

Q3: Does candidate have technical-guided enterprise clients through evaluating and adopting AI-driven automation or conversational customer experience solutions?