Principal Professional Services Engineer

Principal Professional Services Engineer

We are looking for a Principal Professional Services Engineer to lead the implementation of Genesys Cloud CX Digital & AI solutions in Menlo Park, CA (telecommuting allowed).

• Accountable for the Genesys implementation during all stages of the project lifecycle: business requirements specification and analysis, technical design specification, implementation, integration, test plan development, and testing.
• Lead customer workshops and discovery sessions, positioning customers for success by communicating awareness of Genesys products.
• Lead technical and business discussions with customers and internally, define project goals, milestones, and risks.
• Provide architecture designs and workflows that meet client specifications for Genesys Cloud CX Digital & AI implementations.
• Configure, test, document, and optimize Genesys Cloud CX deployments within the defined delivery framework.
• Implement and integrate custom code, write and conduct tests, and verify the functionality, accuracy, and efficiency of developed or enhanced software.
• Design and build custom middleware solutions for third‑party chatbot integrations with Genesys Cloud web messengers.
• Manage project implementation and monitor productivity efficiencies for simultaneous installations.
• Track projects through completion and acceptance and participate in project status meetings.
• Assist with security audits of SaaS infrastructures and procedures.
• Work closely with project managers and customer success managers to ensure an excellent implementation experience.
• Collaborate with services engagement directors to address pre‑sales requests, provide quotes, scope, and statements of work to customers.

• Bachelor’s degree in Computer Science, Computer Engineering, or related field.
• At least six (6) years of experience in a computer‑related occupation.
• Experience with customer interactions in a contact center solution, including pre‑sales scoping activities and resolving complex, escalated customer issues in a multicultural environment.
• Experience configuring CCaaS and working with contact center metrics and analytics (KPIs).
• Experience building technical integrations with ticketing platforms such as Service Now and Salesforce.
• Experience with REST APIs and SDKs.
• Experience building technical documentation, best practices, and troubleshooting guides.
• Experience translating business needs into technical specifications for complex, enterprise‑level engagements.
• Experience with AI Contact Center: building conversational AI and workflows for Intent Models, Knowledge Management and External Data Storage, using NLP and NLU models, and designing predictive and proactive engagement AI solutions.
• Experience with Agile methodology, AWS, Node.js, CSS, HTML, jQuery, and JavaScript.

• Base salary: $ – $
• Potential commission or performance‑based bonus: $ – $

• 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.

We are committed to providing reasonable accommodations for qualified applicants with disabilities. If you need an alternative method to complete any part of the application process, please contact reasonab We will respond within 24–48 hours.

Genesys is an equal‑opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.