Principal Solution Consultant

Genesys

1d • Remote

About The Position

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. Do you have a passion for AI, Customer Experience (CX), or solving complex challenges by deeply understanding customer needs? Are you excited about the transformative potential of AI-powered solutions in CX, and eager to help organizations harness AI to reimagine how they engage with their customers? As a Solutions Consultant with an emphasis on AI-first solution design, you’ll be at the forefront of technological innovation, combining your creativity with AI-driven tools to build powerful, human-centered experiences. We’re looking for individuals with a track record of finding creative, tech-forward solutions to complex problems—thinkers who can envision what’s possible through AI orchestration, automation, multi-agent systems, and data-driven decision-making. As a technical ambassador of Genesys, you’ll showcase the future of experience orchestration across AI-infused CX across digital and voice experiences, helping customers innovate and transform. Why Work for Genesys? Shape the future with AI: Showcase your technical expertise by developing and presenting AI-native, CX-focused demonstrations that resonate with executives, stakeholders, and key influencers. Drive strategic outcomes: Understand customer strategies and demonstrate how Generative AI, Large Action Models (LAMs), Predictive Analytics, and Agent Assist capabilities deliver measurable business value. Flexibility and independence: Design your work with autonomy while leveraging AI-assisted productivity tools, intelligent demo environments, and data-rich engagement analytics. Continuous learning: Access on-demand and in-person training with a focus on AI best practices, prompt techniques, CX innovation, and product evolution. Collaborative innovation: Work closely with talented professionals to co-create AI-enabled CX solutions that address real-world customer challenges while contributing to content development, internal enablement, and scalable best-practice assets.

Requirements

• Working knowledge of Agentic and/or Generative AI, including how to convey their business and technical value to customers
• Experience building static, video and AI-generated technical content
• Familiarity with Large Action Models (LAMs), Agent-to-Agent (A2A) patterns, and Model Context Protocol (MCP) as applied to CX automation and orchestration
• Experience in a Cloud or SaaS environment, preferably with AI solution exposure
• Strong interpersonal skills with polished verbal and written communication
• Ability to thrive in a fast-paced, collaborative, and cross-functional environment
• Comfort working with APIs, data flows, and AI-powered interaction models (bots, routing, analytics)
• Technical proficiency in IT concepts, software standards, databases, and networking
• Bachelor’s degree preferred
• Willingness to travel up to 50%

Nice To Haves

• experience doing so is a plus
• experience with CRM integration, software implementation, or light coding is a plus

Responsibilities

• Lead strategic discovery sessions and workshops with business users to uncover CX challenges and gaps, identify opportunities for AI augmentation and multi-agent automation, and define ROI-driven outcomes.
• Create customized demos and solution stories that highlight AI functionality—including conversational AI, Agentic AI, A2A orchestration, predictive insights, intent recognition, and speech analytics—to drive business value, and experience doing so is a plus.
• Stay current on Genesys’ rapidly evolving AI products and best practices. Use this knowledge to guide customers throughout the implementation process, ensuring AI maturity progression and measurable value realization.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level