Principal PS Consultant

Genesys

2d

About The Position

As a Principal PS Consultant, you will partner with customers to design, build, and deliver innovative contact centre and AI-powered experience orchestration solutions with Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies. At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers. This position is part of the EMEA Professional Services organization, supporting customers through their technology journey and transformation within Genesys Cloud.

Requirements

• Bachelor’s degree in Computer Science or related field (or equivalent technical experience)
• 8+ years of relevant professional consulting experience, including at least 3 years with Genesys Cloud solutions or similar CX, CRM, or AI orchestration platforms (e.g., Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar).
• Advanced understanding of modern cloud concepts and architectures (Amazon Web Services is preferred)
• Proven ability to communicate complex technical concepts clearly and effectively
• Good experience with diagramming and presentation tools such as LucidChart, Microsoft Visio, and Microsoft PowerPoint
• Must be fluent in German and English (written and spoken)

Nice To Haves

• Experience designing or implementing AI-powered customer solutions such as Voicebots, chatbots, co-pilots, Agentic AI, AI-driven analytics solutions etc.
• Hands-on experience with application development using APIs, JSON, and JavaScript
• Understanding of DevOps principles and CI/CD pipelining tools
• Demonstrated ability to lead large-scale, fast-paced technical projects
• Strong written and verbal communication, including escalation management
• Able to lead and challenge customers as needed to guide/influence solution direction
• Business-outcome focused mindset with strong problem-solving and organizational skills
• Ability to manage time effectively and work independently or in collaborative team environments
• Occasional travel (approximately 25%), including international engagements

Responsibilities

• Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers
• Configure, integrate, and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards
• Collaborate with Project Managers to define project scope, deliverables, and timelines
• Provide technical mentorship and training to internal teams and customers
• Identify and resolve engagement-related challenges proactively, escalating issues when appropriate
• Recommend process improvements to enhance efficiency and delivery quality
• Participate in knowledge sharing and improvement initiatives within the Professional Services organization

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 1,001-5,000 employees