Principal Solution Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through 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 worldwide who embrace empathy and cultivate collaboration, allowing employees the independence to make a larger impact and take ownership of their work.

United States

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 Solutions Consultant performs detailed discovery, facilitates demos, responds to RFx’s, and works toward winning over prospective customers by showcasing Genesys’s unique value.

They consult across business and technical stakeholders, including C‑level decision makers, tailoring messaging to meet diverse needs. They also partner with defined Genesys partners to educate and empower them on the value proposition, roadmaps, pipeline generation, and product co‑invention.

• Support customers by understanding business needs and mapping them to the Genesys unique value proposition, business outcomes, and technical solutions
• Facilitate operational walkthroughs and discovery sessions to assess current processes and identify improvement opportunities
• Conduct sessions with contact center staff, leadership, and management to evaluate experience delivery
• Deliver demos, workshops, trials, and presentations to articulate how Genesys solutions enable transformation
• Develop reference architectures with strategic partners to create reusable frameworks aligned with Genesys and partner capabilities
• Build and refine Genesys Cloud development labs for joint innovation and continuous iteration of solutions
• Present recommendations to customers and partners on improving experience and operational performance
• Demonstrate future‑state customer experience visions using tailored Genesys solutions
• Create documentation including discovery outputs, architecture designs, and solution proposals to support delivery transitions
• Support customer and partner responses to RFx processes as needed
• Educate customers and partners on the Genesys value proposition and capabilities
• Coach partners to become self‑sufficient in identifying information and building solutions
• Recommend internal process and content improvements to enhance customer and partner experience
• Deliver webinars and create content to keep partners informed on current and future product releases
• Capture insights on future needs and communicate them to product teams for prioritization
• Build and document reusable solutions leveraging infrastructure as code, REST APIs, cloud services, and modern technologies

• Bachelor’s degree and 5 years of relevant professional experience
• Knowledge of generative and agentic AI technologies
• Hands‑on knowledge of prompt engineering best practices
• Technical knowledge of contact center technologies such as surveys, quality management, recording, workforce management, IVR, digital engagement, or PCI compliance
• Technical knowledge in areas such as VoIP, SIP, RTP, messaging, carrier services, infrastructure, networking, or security
• Familiarity with cloud platforms such as Amazon Web Services
• Familiarity with natural language understanding
• Strong presentation skills with the ability to facilitate workshops and drive successful outcomes
• Ability to enable partners to propose solutions mapped to business requirements
• Ability to support scoping of functional and non‑functional requirements through proposals and architecture diagrams
• Ability to collaborate with professional services teams to support accurate statement of work development
• Experience documenting technical artifacts including storyboards, demo…