Solution Consultant

Genesys • Quebec, QC

3d • CA$98,600 - CA$129,400 • Hybrid

About The Position

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.

Do you have a passion for solving problems and understanding what customers need? Are you interested in working in an evolving technical space where you bring in new ideas to help your customers transform and innovate their business? As a Solution Consultant, you will listen to the customer to understand their needs and create compelling business solution roadmaps — increasingly powered by AI. We look for individuals who have a proven track record of finding creative ways of solving complex problems. An out-of-the-box thinker who can drive customer success and build lasting relationships. As a technical ambassador of Genesys, you will be challenged to Go Big, showcasing the Genesys continuously evolving and innovative customer experience offering — including the latest in Genesys AI, from self-service and agent assistance to journey management and automation.

Requirements

• A passion for technology, AI and helping people solve problems.
• Interpersonal communication skills, with polished verbal and written communication — able to explain complex technical and AI concepts in clear business terms for both technical and non-technical stakeholders, including executive audiences.
• Ability to work in a fast-paced, cross-functional team environment; able to multitask, prioritize and be detail-oriented.
• Technological know-how of IT concepts, software standards, database and networking technologies.
• AI fluency: Working knowledge of AI in customer experience — such as NLU/NLP, LLMs, retrieval-augmented generation (RAG), prompt design, and orchestration or agentic patterns — and the ability to position their business value.
• Integration & prototyping: Practical experience integrating cloud or AI solutions with enterprise platforms via RESTful APIs; familiarity with AI-assisted or agentic coding tools and scripting (e.g., Python, JavaScript) to accelerate demos, integrations and proofs of value is a strong asset.
• Ability to understand customers' security, governance and data-access needs and articulate a solution, including AI evaluation, quality measurement and monitoring considerations.
• Bachelor's degree or 5+ years of work experience; experience implementing or integrating with CRMs and/or software implementation or coding experience preferred.
• Experience working with a Cloud or SaaS company preferred; knowledge of Genesys Cloud and Genesys AI a strong asset.
• Sales acumen: Experience partnering with sales teams to understand customer challenges and provide technical solutioning that supports opportunity progression.
• Languages: Bilingualism (English and French). French is an asset but not required.
• Ability to travel up to 50%.

Responsibilities

• Run workshops with business users to uncover gaps and opportunities, define the projected benefits and present the outcomes to all stakeholders.
• Lead technical discovery to identify where AI can improve customer experience, operational efficiency and measurable business outcomes.
• Create customized demos and tell the story that showcases the solution.
• Support solution designs for customer experience use cases — including self-service, agent assistance, journey management and back-office automation — that may combine LLMs, deterministic workflows, orchestration, fallback strategies and human handoff patterns.
• Help customers ground AI responses in trusted enterprise data through knowledge and content strategies, and articulate trade-offs across accuracy, latency, cost and governance.
• Build and deliver compelling technical demonstrations and presentations that explain AI capabilities, integration points and business impact.
• Support sandbox and trial engagements, AI prototypes and value assessments that help customers validate use cases, integrations and success criteria — and partner with account teams and Professional Services to transition successful engagements toward production.
• Stay up to date on Genesys products, Genesys AI capabilities and industry best practices, allowing you to continue advising the customer through the implementation process to ensure value.
• Share field feedback and customer insights with Product Management, and contribute reusable assets and enablement content that help scale the broader team.

Benefits

• On-demand and in-person training
• Internal resources to help understand and solve technical challenges
• Flexibility and independence in designing work
• Paid volunteer time
• August Free Fridays
• Well-being resources
• Regionally tailored programs for employees and their families

What This Job Offers

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