Principal Solution Consultant

Role Overview

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 Senior Solutions Consultant, you partner with business leaders, architects, and technical teams to translate complex challenges into clear, achievable solutions using Genesys Cloud.

Responsibilities

• 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.
• 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.
• Develop tailored solution demonstrations that align to customer objectives and tell a compelling story around business transformation, operational efficiency, and customer experience innovation.
• Act as a trusted technical advisor to executives, stakeholders, and influencers by connecting customer needs to Genesys solutions and strategic outcomes.
• 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.
• Work closely with Sales, Product Management, Professional Services, Customer Success, and Partners to develop winning strategies and solve complex customer challenges.
• Maintain accurate CRM records, opportunity updates, and customer engagement documentation.

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.

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 www.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.