Principal Professional Services Consultant

Location: Town of Poland

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.

Job Title:

** Principal PS Consultant
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* Location:

** Poland
* **
* Summary:

** As a Principal PS Consultant, you will partner with customers to design, build, and deliver innovative contact centre and AI-powered experience orchestration solutions with Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies.

At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers.

This position is part of the EMEA Professional Services organization, supporting customers through their technology journey and transformation within Genesys Cloud.
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* Key Responsibilities:

*** Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers
* Configure, integrate, and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards
* Collaborate with Project Managers to define project scope, deliverables, and timelines
* Provide technical mentorship and training to internal teams and customers
* Identify and resolve engagement-related challenges proactively, escalating issues when appropriate
* Recommend process improvements to enhance efficiency and delivery quality
* Participate in knowledge sharing and improvement initiatives within the Professional Services organization
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* Minimum Qualifications:

*** Bachelor’s degree in Computer Science or related field (or equivalent technical experience)
* ** Proficiency in German is mandatory,
** German language certification is strongly preferred.
* 8+ years of relevant professional consulting experience, including at least 3 years with Genesys Cloud solutions or similar CX, CRM, or AI orchestration platforms (e.g., Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, Service Now, or similar).
* Advanced understanding of modern cloud concepts and architectures (Amazon Web Services is preferred)
* Proven ability to communicate complex technical concepts clearly and effectively
* Good experience with diagramming and presentation tools such as Lucid Chart, Microsoft Visio, and Microsoft Power Point
* Must be fluent in Polish, English (written and spoken)
** Highly Desired Technical

Skills:

*** Experience designing or implementing AI-powered customer solutions such as Voicebots, chatbots, co-pilots, Agentic AI, AI-driven analytics solutions etc.
* Hands-on experience with application development using APIs, JSON, or Java Script
* Understanding of Dev Ops principles and CI/CD pipelining tools
** Business and

Soft Skills:

*** Demonstrated ability to lead large-scale, fast-paced technical projects
* Strong written and verbal communication, including escalation management
* Able to lead and challenge customers as needed to guide/influence solution direction
* Business-outcome focused mindset with strong problem-solving and organizational skills
* Ability to manage time effectively and work independently or in collaborative team environments
* Occasional travel (approximately 25%), including…