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.

About the role

As a Solution Consultant, you will partner closely with customers to understand their goals, challenges, and strategic initiatives while designing compelling solution roadmaps that create measurable business value. We are looking for someone who has a proven ability to solve complex challenges in creative ways. You should be an out-of-the-box thinker who can build trusted relationships, drive customer success, and act as a technical ambassador for Genesys.

In this role, you will showcase the power of the Genesys customer experience platform, including AI-driven capabilities, and help customers innovate, automate, and elevate their customer and employee experiences.

Responsibilities

• Lead discovery sessions and workshops with business and technical stakeholders to uncover business challenges, identify opportunities for improvement, and define desired outcomes.
• Evaluate current-state processes and develop recommendations that align technology solutions with customer goals.
• Create customized demonstrations and compelling solution narratives that showcase how Genesys solutions, including AI-powered capabilities, address business requirements and deliver measurable value.
• Design innovative customer experience strategies that incorporate automation, conversational AI, workforce optimization, and customer engagement technologies.
• Serve as a trusted advisor throughout the customer journey by aligning technology capabilities with business objectives.
• Help customers understand how emerging technologies, including generative AI and intelligent automation, can drive operational efficiency, improve customer satisfaction, and support digital transformation initiatives.
• Stay current on Genesys products, AI innovations, cloud technologies, and industry best practices.
• Continuously expand your expertise in customer experience, automation, generative AI, conversational AI, and emerging technologies to provide valuable insights and guidance to customers and internal teams.

Requirements

• Passion for technology and helping customers solve complex business challenges.
• Strong interpersonal, presentation, verbal, and written communication skills.
• Ability to thrive in a fast-paced, cross-functional environment while managing multiple priorities and maintaining attention to detail.
• Strong problem-solving, analytical thinking, and consultative skills.
• Solid understanding of IT concepts, including cloud computing, APIs, software standards, databases, networking technologies, and enterprise architectures.
• Knowledge of AI technologies, including generative AI, conversational AI, large language models (LLMs), intelligent automation, and AI-powered customer experience solutions.
• Ability to identify customer business challenges and align AI and technology capabilities to measurable business outcomes.
• Understanding of AI governance, security, privacy, compliance, and responsible AI practices.
• Ability to understand customer security requirements and articulate secure, scalable solutions.
• Experience integrating enterprise applications, CRM platforms, contact center technologies, and cloud-based solutions.
• Experience with APIs, workflow automation, software integrations, or software development is preferred.
• Experience implementing or supporting CRM, customer experience, SaaS, or cloud-based solutions is preferred.
• Experience working in a cloud or SaaS company is preferred.
• Bachelor's degree preferred.
• Willingness to travel up to 50%.

Preferred Qualifications

• Experience with customer experience (CX), contact center, workforce engagement, or customer service technologies.
• Familiarity with platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, or similar enterprise applications.
• Experience presenting technical solutions to executive, business, and technical audiences.
• Understanding of AI use cases in customer experience, including virtual agents, agent assist, knowledge management, journey orchestration, and analytics.
• Experience conducting discovery workshops, solution design sessions, and technical demonstrations.

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.

Additional perks include:

• 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 year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Pay

This role has a market-competitive salary with an anticipated base compensation range of $74,000.00 - $130,000.00. 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.