Digital AI Senior Professional Services Consultant

Overview

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.

The Digital & AI Team is a Professional Services team responsible for the design, development, and delivery of highly customized AI-driven use cases across all Genesys platforms. In this role, a candidate will get exciting opportunities to work on the latest Genesys AI technologies to provide top class CX using Genesys bots and machine learning applications. Services provided by the candidate will include software development and Architecture, Integration consulting, Agile leadership, customer training, team education and owning end-to-end delivery.

In this role, the primary responsibilities will include (but are not limited to):

• Consulting and Presales Support:
  Engage with clients to understand their needs and provide expert advice on AI solutions. Assist in the preparation and delivery of presales presentations and proposals. Conduct technical workshops and demonstrations of Genesys AI products.
• Project Execution:
  Collaborate with clients to design, develop, and deploy AI bots and machine learning solutions. Lead project work from inception through to successful delivery. Ensure AI solutions are integrated seamlessly with client systems and processes.
• After Project Value Realization:
  Provide ongoing support and consultation post-deployment to ensure maximum value realization. Monitor and optimize deployed AI solutions for performance and effectiveness.
• Continuous Learning and Development:
  Stay up to date with the latest developments in AI technology and use cases. Gain in-depth knowledge of the entire Genesys Cloud Digital suite. Participate in ongoing training and professional development. Work as a team player to the organization. Providing feedback to the product organization about issues found in APIs, product, documentation or architecture.

• BS/MS/BA or equivalent in Computer Science, Engineering or related field.
• 6+ Years of experience leading software development/Professional services projects in a technical capacity.
• 3+ Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus.
• 3+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills.
• Demonstrated experience in a customer facing role and handled difficult customer situations.
• Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.
• Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and work on new product features.
• Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
• Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
• Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.
• Willingness to travel.

• Experience with Genesys AI products and the Genesys Cloud Digital suite.
• Certification in AI or related fields.
• Experience in other consulting roles within the technology sector.

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$ - $

• 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

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