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.

Summary

The Principal Solutions Consultant works with key strategic, high growth Customers and Partners in North America and in certain situations, globally 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 will work with defined 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, build reference architectures, assist the partners configuring their Genesys Development Lab environments, 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.

The Principal Solution Consultant also works with Genesys 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 Principal Solutions Consultant works in a consultative fashion to understand customer needs (technical & 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.

Key Responsibilities

To support defined North America Partners and Customers by understanding the customer’s business needs and mapping them to Genesys unique value in the context of their business and technical needs.

Additionally, you will help partners become adept at Operational Walk throughs Discoveries: sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities.  This may include sessions inside the contact center to observe the customer experience as well as sessions with team leaders, operational staff, and management.

Typical outputs that you will perform will include: 

• Walk our partners and customers through Genesys solutions via demos, workshops, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators. 

• Develop Reference Architectures by collaborating with strategic partners to build and document reusable reference architectures that align with Genesys and partner solutions. These architectures will highlight the niche areas where partners excel and how they can complement Genesys solutions.

• Work with partners to build, refine, and optimize their Genesys Cloud development labs. These labs will serve as the foundation for joint innovation, ensuring that both Genesys and partner teams can continuously iterate on solutions and use cases.

• Presenting recommendations on how partners and customer should embark on improving customer experience.

• Demonstrating the art-of-the possible in the Genesys Solution that closely matches the future state customer experience vision of the stakeholders the candidate works with.

• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.

• Supporting partner and customer responses in RFXs as needed. 

• Educating partners and customers on Genesys Value proposition

• Coaching the partners to be self-sufficient to find information

• Seek and recommend process and content improvements internally to make it easier for North America customers and partners to conduct business with Genesys.

• Keep our partners apprised of current and future Genesys product releases through Webinars and content creation.

• A keen understanding of what functionality or capabilities our customers and partners will require in the future and bring that data back to the product team(s) for consideration/prioritization.

• Building and documenting reusable solutions that leverage Infrastructure as Code (IaC), RESTful API’s, cloud services, and other modern technologies to enable the Genesys customer and partner communities.

Minimum Requirements

Hold a bachelor’s degree and 8 years of relevant professional experience, including the following:  

• Interpersonal communication, polished verbal and written communication

• Ability to work in a fast-paced, cross-functional team environment and able to multitask, prioritize and be detail-oriented

•  Have the technological know-how of IT-concepts, software-standards as well as database and networking technologies.

• Technical knowledge covering associated Contact Center technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement or PCI-compliance. 

• Technical knowledge in some of the following areas, such as VOIP, SIP, RTP, Messaging, Carrier Services, Infrastructure, Networking or Security.

• Familiarity with cloud platforms (Amazon Web Services) and cloud application architecture (Microservices, Kubernetes & Docker). 

• Familiarity with Natural Language Understanding (Amazon Lex, Google Dialog Flow, Nuance).

• Refined presentation skills showcasing presence and gravitas and be able to facilitate workshops towards successful conclusions. 

• Empowering partners to be able to:

  • Propose solutions that are mapped to business requirements

  • Scoping the customers functional and nonfunctional specifications, by providing a Solution Proposal and/or Architecture Diagram

  • working with Professional Services to ensure an accurate Statement of Works.  

• You will be outgoing, energetic & passionate about our solutions, you’ll be comfortable in articulating our solutions and convincing decision makers, and to raise the bar for partners to perform to the same high standard.

• Experience documenting technical artifacts (including storyboards, demos narratives, use cases) and building presentations promoting and explaining the created assets

Preferred: 

• Programming Languages: JavaScript, Python. PyTorch, TensorFlow

• Hands on experience with the REST API’s (Application Programming Interface) integrations, methodologies, and benefits.

• Hands on AWS, Salesforce, Servicenow

• Infrastructure as Code: CloudFormation & Terraform

• Cloud or SAAS based software Sales.

• Understanding the fundamentals of Computing, such as completing a Technology Degree, or undertaking certifications relevant to Cloud, SaaS, or XCaaS.

• Project Management

Experience with:

• GenAI

• Prompt Engineering

  • RAG

  • Chain of thought – COT

• Large Language Models

  • Concepts of LLM’s and how they are used

  • This will become important as we move towards a bring your own LLM

• Machine learning concepts (how they work)

  • Basic - Random Forrest

  • Nice to understand more complex ML like Bayesian

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.  

$116,500.00 - $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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.

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