Principal Solution Consultant

Genesys • Colorado Springs, IN

1d • Hybrid

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. Summary The Principal Solutions Consultant works with key strategic, high growth Customers and Partners as a trusted advisor to ensure these customers and partners can fulfill their maximum potential to deliver Empathy and AI Powered Experience Orchestration at Scale leveraging Genesys software. The Principal Solution Consultant works with BPO customers to perform detailed discovery, facilitate AI Powered Experience Orchestration Demos, respond to RFx’s, and ultimately work towards winning over prospective customers by showcasing Genesys unique value in the context of their business and technical needs. The Sr. Solutions Consultant works in a consultative fashion to understand customer needs (technical & functional) and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision-makers. The Principal Solution Consultant will work with defined Genesys partners to educate and empower them on the Genesys unique value proposition, roadmaps to help generate pipeline, help them to be more self-sufficient, drive product co-invention, and be effective at developing identified business opportunities. This role is imperative to the success of sales opportunities, and to enable our channel ecosystem to perform this iteratively at Scale. You will work with all levels of partner organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.

Requirements

• Hold a bachelor’s degree and 5 years of relevant professional experience
• Knowledge of Generative and Agentic AI technologies.
• Hands on knowledge with Prompt Engineering best practices
• Technical knowledge covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement or PCI-compliance.
• Technical knowledge in some of the following areas, such as VOIP, SIP, RTP, Messaging, Carrier Services, Infrastructure, Networking or Security.
• Refined presentation skills showcasing presence and gravitas and be able to facilitate workshops towards successful conclusions.
• Experience documenting technical artifacts (including storyboards, demos narratives, use cases) and building presentations promoting and explaining the created assets

Nice To Haves

• Hands on Knowledge of Genesys Cloud is a plus.
• Familiarity with cloud platforms (Amazon Web Services).
• Familiarity with Natural Language Understanding.
• Empowering partners to be able to: o Propose solutions that are mapped to business requirements o Scoping the customers functional and nonfunctional specifications, by providing a Solution Proposal and/or Architecture Diagram o working with Professional Services to ensure an accurate Statement of Works.
• Programming Languages: JavaScript, Python.
• Hands on experience with Genesys Cloud and REST API’s (Application Programming Interface) integrations, methodologies, and benefits.
• Hands on AWS, Salesforce, Servicenow
• Cloud or SAAS based software Sales.
• Understanding the fundamentals of Computing, such as completing a Technology Degree, or undertaking certifications relevant to Cloud, SaaS, or XCaaS.
• Project Management
• Minimum 2 Years Experience with: · Prompt Engineering · RAG · Chain of thought – COT · Large Language Models · Concepts of LLM’s and how they are used · This will become important as we move towards a bring your own LLM · Machine learning concepts (how they work) · Basic - Random Forrest · Nice to understand more complex ML like Bayesian

Responsibilities

• Support customers understanding the customer’s business needs and mapping them to Genesys unique value proposition, business outcomes, and technical needs.
• Help partners become adept at Operational Walk throughs / Discoveries: sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities.
• Walk Genesys customers and partners and customers through Genesys solutions via demos, workshops, production trials, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
• Develop Reference Architectures by collaborating with strategic partners to build and document reusable reference architectures that align with Genesys and partner solutions.
• Work with CPO customers and partners to build, refine, and optimize their Genesys Cloud development labs.
• Presenting recommendations on how partners and customer should embark on improving customer experience.
• Demonstrating the art-of-the possible in the Genesys Solution that closely matches the future state customer experience vision of the stakeholders the candidate works with.
• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.
• Supporting partner and customer responses in RFXs as needed.
• Educating partners and customers on Genesys Value proposition
• Coaching the partners to be self-sufficient to find information
• Seek and recommend process and content improvements internally to make it easier for customers and partners to conduct business with Genesys.
• Keep our partners apprised of current and future Genesys product releases through Webinars and content creation.
• Bring data back to the product team(s) for consideration/prioritization regarding future functionality or capabilities our customers and partners will require.
• Building and documenting reusable solutions that leverage Infrastructure as Code (IaC), RESTful API’s, cloud services, and other modern technologies to enable the Genesys customer and partner communities.

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: Principal
• Number of Employees: 1,001-5,000 employees