Principal Solution 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.

Do you have a passion for AI, Customer Experience (CX), or solving complex challenges by deeply understanding customer needs?

Are you excited about the transformative potential of AI-powered solutions in CX, and eager to help organizations harness AI to reimagine how they engage with their customers? As a Solutions Consultant with an emphasis on AI-first solution design, you'll be at the forefront of technological innovation, combining your creativity with AI-driven tools to build powerful, human-centered experiences.

We're looking for individuals with a track record of finding creative, tech-forward solutions to complex problems-thinkers who can envision what's possible through AI orchestration, automation, multi-agent systems, and data-driven decision-making. As a technical ambassador of Genesys, you'll showcase the future of experience orchestration across AI-infused CX across digital and voice experiences, helping customers innovate and transform.

Why Work for Genesys?

• Shape the future with AI: Showcase your technical expertise by developing and presenting AI-native, CX-focused demonstrations that resonate with executives, stakeholders, and key influencers.

• Drive strategic outcomes: Understand customer strategies and demonstrate how Generative AI, Large Action Models (LAMs), Predictive Analytics, and Agent Assist capabilities deliver measurable business value.

• Flexibility and independence: Design your work with autonomy while leveraging AI-assisted productivity tools, intelligent demo environments, and data-rich engagement analytics.

• Continuous learning: Access on-demand and in-person training with a focus on AI best practices, prompt techniques, CX innovation, and product evolution.

• Collaborative innovation: Work closely with talented professionals to co-create AI-enabled CX solutions that address real-world customer challenges while contributing to content development, internal enablement, and scalable best-practice assets.

What You Will Be Doing

Discover

Lead strategic discovery sessions and workshops with business users to uncover CX challenges and gaps, identify opportunities for AI augmentation and multi-agent automation, and define ROI-driven outcomes.

Design

Create customized demos and solution stories that highlight AI functionality-including conversational AI, Agentic AI, A2A orchestration, predictive insights, intent recognition, and speech analytics-to drive business value, and experience doing so is a plus.

Learn and Share

Stay current on Genesys' rapidly evolving AI products and best practices. Use this knowledge to guide customers throughout the implementation process, ensuring AI maturity progression and measurable value realization.

What You Need to Be Successful

• Working knowledge of Agentic and/or Generative AI, including how to convey their business and technical value to customers

• Familiarity with Large Action Models (LAMs), Agent-to-Agent (A2A) patterns, and Model Context Protocol (MCP) as applied to CX automation and orchestration

• Experience in a Cloud or SaaS environment, preferably with AI solution exposure

• Passion for technology, especially AI-driven CX transformation, and a drive to help customers solve problems creatively

• Strong interpersonal skills with polished verbal and written communication

• Ability to thrive in a fast-paced, collaborative, and cross-functional environment

• Comfort working with APIs, data flows, and AI-powered interaction models (bots, routing, analytics)

• Technical proficiency in IT concepts, software standards, databases, and networking

• Bachelor's degree preferred; experience with CRM integration, Contact Center experience, CX software, or light coding is a plus

• Willingness to travel up to 50%

About Genesys

Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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.

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

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

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, visitwww.genesys.com.

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 reasonable.accommodations@genesys.com.

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.