Principal Solutions Consultant

Genesys • New York, SC

2d • $123,100 - $216,500 • Remote

About The Position

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.

Drive how large organizations adopt AI-powered experience orchestration to improve customer and employee outcomes at scale. This role shapes how enterprises evaluate, design, and implement modern customer experience platforms, influencing decisions that impact satisfaction, efficiency, and long-term digital strategy. As a Principal Solutions Consultant, you partner with business leaders, architects, and technical teams to translate complex challenges into clear, achievable solutions using Genesys Cloud. You bring both strategic perspective and technical depth, helping customers understand not just what is possible, but what will deliver measurable value. This role offers direct exposure to enterprise transformation initiatives, with opportunities to expand influence across platform strategy, AI adoption, and cross-functional leadership.

Requirements

• Passion for technology, innovation, and helping customers solve complex business problems.
• Strong interpersonal, presentation, verbal, and written communication skills, with the ability to engage audiences ranging from technical practitioners to executive leadership.
• Experience facilitating workshops, discovery sessions, design-thinking engagements, or customer strategy discussions.
• Familiarity with AI, automation, conversational technologies, or customer experience platforms, with the ability to guide customers through evaluations, trials, and proof-of-concept initiatives.
• Ability to work effectively in a fast-paced, cross-functional environment while managing multiple priorities and deadlines.
• Strong problem-solving skills and an ability to think creatively when addressing customer challenges.
• Understanding of enterprise IT concepts, cloud technologies, networking, security, databases, and software architecture.
• Experience maintaining accurate CRM records, opportunity updates, and customer engagement documentation.
• Must be based in the Eastern US Region.

Responsibilities

• Partner with some of our largest and most strategic customers, helping organizations that invest more than $1M annually in their customer experience transformation initiatives.
• Support 2–3 Account Executives and serve as trusted advisors throughout the sales cycle.
• Lead discovery sessions, business value workshops, and stakeholder meetings to uncover business challenges, identify opportunities, and define measurable outcomes. Present findings and recommendations to both business and technical audiences.
• Lead customer-facing AI proof-of-concept (POC) initiatives, workshops, and trial programs. Help customers evaluate emerging AI capabilities, define success criteria, demonstrate business value, and accelerate adoption of Genesys AI solutions.
• Develop tailored solution demonstrations that align to customer objectives and tell a compelling story around business transformation, operational efficiency, and customer experience innovation.
• Act as a trusted technical advisor to executives, stakeholders, and influencers by connecting customer needs to Genesys solutions and strategic outcomes.
• Maintain expertise in Genesys products, AI innovations, cloud technologies, and industry best practices. Share knowledge internally and externally to help customers realize long-term value.
• Work closely with Sales, Product Management, Professional Services, Customer Success, and Partners to develop winning strategies and solve complex customer challenges.
• Consistently document customer engagements, discoveries, opportunities, workshop outcomes, competitive intelligence, and next steps in CRM. Maintain accurate and timely field notes to support forecasting, account planning, and cross-functional collaboration.

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
• Education Level: No Education Listed