Principal Solution Consultant

Principal Solutions Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:

The Principal Solutions Consultant works with key strategic, high growth Customers and Partners as a trusted advisor to ensure these customers and partners can fulfill their maximum potential to deliver Empathy and AI Powered Experience Orchestration at Scale leveraging Genesys software.

The Principal Solution Consultant works with BPO customers to perform detailed discovery, facilitate AI Powered Experience Orchestration demos, respond to RFx's, and ultimately work towards winning over prospective customers by showcasing Genesys unique value in the context of their business and technical needs. The Sr. Solutions Consultant works in a consultative fashion to understand customer needs, both technical and functional, and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders, including C level decision makers.

The Principal Solution Consultant will work with defined Genesys partners to educate and empower them on the Genesys unique value proposition, roadmaps to help generate pipeline, help them to be more self sufficient, drive product co invention, and be effective at developing identified business opportunities. This role is imperative to the success of sales opportunities, and to enable our channel ecosystem to perform this iteratively at scale. You will work with all levels of partner organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders, including C level decision makers.

Key Responsibilities:

• Support customers by understanding business needs and mapping them to Genesys unique value proposition, business outcomes, and technical solutions
• Facilitate operational walkthroughs and discovery sessions to assess current processes and identify improvement opportunities across customer environments
• Conduct sessions within contact centers and with operational staff, leadership teams, and management to evaluate customer experience delivery
• Deliver demos, workshops, production trials, and presentations to articulate how Genesys solutions enable customer experience transformation
• Develop reference architectures in collaboration with strategic partners to create reusable frameworks aligned with Genesys and partner capabilities
• Build, refine, and optimize Genesys Cloud development labs to support joint innovation and continuous iteration of solutions and use cases
• Present recommendations to customers and partners on how to improve customer experience and operational performance
• Demonstrate future state customer experience visions using Genesys solutions tailored to stakeholder objectives
• Create and provide documentation including discovery outputs, architecture designs, and solution proposals to support delivery transitions
• Support customer and partner responses to RFx processes as needed
• Educate customers and partners on the Genesys value proposition and solution capabilities
• Coach partners to become self sufficient in identifying information and building solutions
• Identify and recommend internal process and content improvements to enhance customer and partner experience
• Deliver webinars and create content to keep partners informed on current and future Genesys product releases
• Capture insights on future customer and partner needs and communicate them to product teams for prioritization
• Build and document reusable solutions leveraging infrastructure as code, REST APIs, cloud services, and modern technologies

Required Qualifications:

• Bachelor's degree and 5 years of relevant professional experience
• Knowledge of generative and agentic AI technologies
• Hands on knowledge with prompt engineering best practices
• Technical knowledge of contact center technologies such as surveys, quality management, recording, workforce management, IVR, digital engagement, or PCI compliance
• Technical knowledge in areas such as VoIP, SIP, RTP, messaging, carrier services, infrastructure, networking, or security
• Familiarity with cloud platforms such as Amazon Web Services
• Familiarity with natural language understanding
• Strong presentation skills with the ability to facilitate workshops and drive successful outcomes
• Ability to enable partners to propose solutions mapped to business requirements
• Ability to support scoping of functional and non functional requirements through solution proposals and architecture diagrams
• Ability to collaborate with professional services teams to support accurate statement of work development
• Experience documenting technical artifacts including storyboards, demo narratives, use cases, and presentations

Preferred Qualifications:

• Programming experience in JavaScript or Python
• Hands on experience with Genesys Cloud and REST API integrations, methodologies, and benefits
• Experience working with AWS, Salesforce, or ServiceNow
• Experience in SaaS or cloud based software sales environments
• Understanding of computing fundamentals through formal education or certifications in cloud, SaaS, or XCaaS
• Project management experience
• Minimum 2 years of experience with prompt engineering
• Experience with retrieval augmented generation, RAG
• Understanding of chain of thought reasoning
• Experience working with large language models and their practical applications
• Understanding of machine learning concepts and how models operate
• Foundational knowledge of machine learning techniques such as random forest
• Exposure to more advanced machine learning approaches such as Bayesian methods

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