Senior Principal Solution Consultant

Genesys • Virtual Office (Texas), TN

2d • $138,000 - $242,600

About The Position

The Senior Principal Solution Consultant supports the North American Central Enterprise region and a named portfolio of Genesys’ largest, most complex, and highest-profile enterprise customers. The role combines deep technical expertise, business acumen, creativity, executive presence, and ownership of customer outcomes and revenue growth.

The consultant leads strategy, architecture, and technical execution for complex transformation initiatives that use AI-powered customer experience technologies. Working with customers and account teams, they identify high-value opportunities, define technical recommendations, and demonstrate how Genesys Cloud and advanced AI capabilities can deliver measurable business outcomes. They translate emerging technologies into practical, scalable solutions with a focus on experience orchestration, operational impact, and long-term architecture.

This highly visible position involves strategic consulting, solution architecture, executive engagement, and hands-on technical innovation. It requires significant autonomy, the ability to work in complex and ambiguous environments, and leadership of pilots and prototypes that help customers make informed technology decisions. The consultant also collaborates with Genesys product and engineering teams, supports peers and partners, and contributes reusable practices and thought leadership.

Requirements

• Bachelor’s degree or equivalent practical experience.
• At least 5 years of experience in solutions consulting, sales engineering, solution architecture, or a similar customer-facing technical role.
• Proven experience working with large, complex enterprise customers and navigating multi-stakeholder technical decision processes.
• Strong understanding of generative AI, agentic AI, large language models, and AI-native solution design.
• Hands-on experience applying prompt engineering techniques to real-world use cases.
• Ability to translate complex technical capabilities and architectures into clear business value and measurable outcomes.
• Experience designing customer journeys, workflows, conversational experiences, or automation in contact center, customer experience, or related enterprise environments.
• Strong technical foundation in APIs, integrations, cloud architectures, and modern application development practices.
• Experience with public cloud platforms such as AWS, Azure, or Google Cloud.
• Hands-on development or scripting experience with JavaScript, Python, or similar technologies.
• Ability to rapidly build prototypes and proof-of-concept solutions integrating multiple technologies and data sources.
• Strong presentation, storytelling, and communication skills with technical audiences and senior executives.
• Strong problem-solving skills and ability to navigate ambiguity, competing priorities, and evolving customer requirements.
• Demonstrated ownership, initiative, and accountability for driving technical outcomes and advancing customer opportunities.
• Strong collaboration and influencing skills across sales, product, engineering, partners, and customer teams.
• Experience leading pilots, proofs of concept, or other complex technical initiatives from definition through completion.

Nice To Haves

• Hands-on experience with Genesys Cloud, including APIs, integrations, Architect, AI capabilities, or related platform services.
• Experience integrating enterprise platforms such as Salesforce, ServiceNow, AWS, or Microsoft Azure.
• Experience with Retrieval-Augmented Generation (RAG), large language model applications, and enterprise AI architectures.
• Familiarity with Model Context Protocol (MCP) and its use in AI solution architectures.
• Understanding of machine learning concepts, model behavior, evaluation techniques, and AI system limitations.
• Exposure to advanced machine learning or statistical approaches, including Bayesian methods.
• Experience designing solutions in SaaS or cloud-based enterprise environments.
• Thought leadership demonstrated through customer presentations, published content, conference participation, internal enablement, or industry contributions.
• Experience influencing long-term enterprise architecture or technology strategy.
• Experience using AI-assisted development tools such as Cursor or GitHub Copilot.
• Commitment to continuous learning in AI, cloud architecture, customer experience technologies, and emerging development practices.

Responsibilities

• Lead discovery engagements to identify customer priorities, business challenges, technical constraints, and transformation opportunities.
• Own the technical strategy and solution recommendation for assigned opportunities, translating requirements into architectures, business outcomes, and customer value.
• Build trusted relationships with enterprise architects, technology owners, engineering leaders, executives, and other stakeholders.
• Design AI-powered customer experience solutions involving conversational AI, agentic AI, intelligent orchestration, automation, and human-in-the-loop experiences.
• Develop and deliver demonstrations, workshops, prototypes, and executive presentations to establish credibility and support customer decisions.
• Rapidly prototype and iterate solutions using prompt engineering, APIs, cloud services, and modern development practices.
• Design scalable reference architectures integrating Genesys Cloud with customer systems, cloud platforms, CRM applications, AI services, data sources, and third-party technologies.
• Lead technical pilots and proofs of concept from definition through execution, validation, and measurement of outcomes.
• Align business and technical stakeholders, identify risks, challenge assumptions when appropriate, and provide a clear technical point of view.
• Partner with Account Executives and account teams to advance opportunities, remove technical barriers, and support account growth.
• Collaborate with Genesys product and engineering teams by sharing customer requirements, evidence-based insights, architectural considerations, and innovation opportunities.
• Develop reusable architectures, demonstrations, frameworks, and best practices for broader organizational use.
• Create technical documentation, including solution architectures, proposals, use cases, pilot plans, and technical recommendations.
• Contribute thought leadership through customer engagements, presentations, internal enablement, and industry discussions.
• Share expertise with peers and partners, coach on solution approaches, and help build technical capability across the team.

Benefits

• Medical, dental, and vision insurance.
• Telehealth coverage.
• Flexible work schedules and work-from-home opportunities.
• Development and career growth opportunities, including mentorship, learning programs, leadership development, and education support.
• Open Time Off.
• 10 paid holidays.
• 401(k) matching program.
• Adoption assistance.
• Fertility treatments.
• Paid volunteer time.
• August Free Fridays.
• Well-being resources and regionally tailored programs for employees and their families.

What This Job Offers

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