Senior Solutions Consultant

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. This role supports the North America Strategic Accounts organization, serving a named portfolio of Genesys’ largest, most complex, and highest-profile enterprise customers. Strategic Accounts is focused on expanding the Genesys footprint within these organizations by building trusted relationships with technology leaders, understanding their business and technical priorities, and helping them envision and execute transformational customer experience strategies. Solutions Consultants within Strategic Accounts operate as trusted technical advisors and strategic partners to both customers and the account team. Success in this role requires a combination of deep technical expertise, strong business acumen, creativity, executive presence, and personal ownership of customer outcomes and revenue growth. Successful Strategic Accounts Solutions Consultants demonstrate the following characteristics: Deep technical expertise – Develop and maintain strong expertise in Genesys products, capabilities, and processes, and communicate that expertise confidently and passionately to both highly technical and executive audiencesExperience navigating complex enterprises – Demonstrate a proven track record of success working with large, complex organizations involving multiple stakeholders, technologies, business units, and decision-making processesCuriosity and creative problem solving – Think beyond traditional approaches, ask thoughtful questions, and use creativity and resourcefulness to solve complex customer challengesOwnership and urgency – Take accountability for advancing opportunities, removing technical barriers, and driving revenue growth within assigned accounts and across the broader Strategic Accounts portfolioStrategic customer engagement – Build trusted relationships with technology owners, architects, and senior leaders, helping customers connect technology strategy to meaningful business outcomesCollaborative leadership – Actively support peers, share knowledge and best practices, and contribute to the success of the broader Strategic Accounts organization Role Overview Shape how some of the world’s largest enterprises design and deliver AI-powered customer experiences by leading the strategy, architecture, and technical execution of complex transformation initiatives. As a Strategic Accounts Solutions Consultant, you will work closely with customers and account teams to identify high-value opportunities, define a clear technical recommendation, and demonstrate how Genesys Cloud and advanced AI capabilities can deliver measurable business outcomes. You will help customers translate emerging technologies into practical, scalable solutions while maintaining a strong focus on experience orchestration, operational impact, and long-term architecture. At Genesys, you will be part of a global leader in customer experience orchestration, helping organizations connect and optimize customer interactions through AI-driven insights, automation, and intelligent orchestration. This is a highly visible role that combines strategic consulting, solution architecture, executive engagement, and hands-on technical innovation. You will operate with significant autonomy, navigate complex and sometimes ambiguous customer environments, lead pilots and prototypes, and help customers make confident technology decisions. Key Responsibilities Lead discovery engagements that uncover customer priorities, business challenges, technical constraints, and high-value transformation opportunitiesOwn the technical strategy and solution recommendation for assigned opportunities, translating complex requirements into clear architectures, business outcomes, and customer valueBuild trusted relationships with enterprise architects, technology owners, engineering leaders, executives, and other key stakeholders across strategic accountsDesign AI-powered customer experience solutions, including conversational AI, agentic AI, intelligent orchestration, automation, and human-in-the-loop experiencesDevelop and deliver compelling demonstrations, workshops, prototypes, and executive-level presentations that establish credibility and accelerate customer decision-makingRapidly prototype and iterate solutions using prompt engineering, APIs, cloud services, and modern development practices to validate concepts and reduce technical uncertaintyDesign scalable reference architectures that integrate Genesys Cloud with customer systems, cloud platforms, CRM applications, AI services, data sources, and third-party technologiesLead technical pilots and proofs of concept from initial definition through execution, validation, and measurable outcomesDrive alignment across business and technical stakeholders, identifying risks, challenging assumptions when appropriate, and providing a clear technical point of viewPartner closely with Account Executives and the broader account team to advance opportunities, remove technical barriers, and support growth within assigned strategic accountsCollaborate with Genesys product and engineering teams by bringing forward customer requirements, evidence-based insights, architectural considerations, and opportunities for innovationDevelop reusable architectures, demonstrations, frameworks, and best practices that improve execution across the Strategic Accounts organizationCreate high-quality technical and strategic documentation, including solution architectures, proposals, use cases, pilot plans, and technical recommendationsContribute thought leadership through customer engagements, presentations, internal enablement, and industry discussionsSupport peers and partners by sharing expertise, coaching on solution approaches, and helping raise technical capability across the broader team Required Qualifications Bachelor’s degree or equivalent practical experience, with 5+ years of experience in solutions consulting, sales engineering, solution architecture, or a similar customer-facing technical roleProven experience working with large, complex enterprise customers and navigating multi-stakeholder technical decision processesStrong understanding of AI concepts, including generative AI, agentic AI, large language models, and AI-native solution designHands-on experience applying prompt engineering techniques to real-world use casesAbility to translate complex technical capabilities and architectures into clear business value and measurable outcomesExperience designing customer journeys, workflows, conversational experiences, or automation within contact center, customer experience, or related enterprise environmentsStrong technical foundation in APIs, integrations, cloud architectures, and modern application development practicesExperience with public cloud platforms such as AWS, Azure, or Google CloudHands-on development or scripting experience using languages such as JavaScript, Python, or similar technologiesAbility to rapidly build prototypes and proof-of-concept solutions that integrate multiple technologies and data sourcesStrong presentation, storytelling, and communication skills, with the ability to engage confidently with both deeply technical audiences and senior executivesStrong problem-solving skills and the ability to navigate ambiguity, competing priorities, and evolving customer requirementsDemonstrated ownership, initiative, and accountability for driving technical outcomes and advancing customer opportunitiesStrong collaboration and influencing skills across sales, product, engineering, partners, and customer teamsExperience leading pilots, proofs of concept, or other complex technical initiatives from definition through completion Preferred Qualifications Hands-on experience with Genesys Cloud, including APIs, integrations, Architect, AI capabilities, or related platform servicesExperience integrating enterprise platforms such as Salesforce, ServiceNow, AWS, Microsoft Azure, or similar technologiesExperience with Retrieval-Augmented Generation (RAG), large language model applications, and enterprise AI architecturesFamiliarity with Model Context Protocol (MCP) and its application within AI solution architecturesUnderstanding of machine learning concepts, model behavior, evaluation techniques, and the limitations of AI systemsExposure to advanced machine learning or statistical approaches, including Bayesian methodsExperience designing solutions within SaaS or cloud-based enterprise environmentsDemonstrated thought leadership through customer presentations, published content, conference participation, internal enablement, or industry contributionsExperience influencing long-term enterprise architecture or technology strategyExperience using AI-assisted development tools such as Cursor, GitHub Copilot, or similar technologiesDemonstrated commitment to continuous learning, particularly in AI, cloud architecture, customer experience technologies, and emerging development practices 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 coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatments Click here to view a summary overview of our Benefits. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal yearA flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best workGrowth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education supportTime to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their familiesRecognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring teamA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview teamWe aim to keep the process focused and respectful of your time, with no more than five interviews in most casesAfter interviews are complete, our team will follow up with the final steps Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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. 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