Self-Service & AI Implementation Senior Principal Consultant

Be the one building AI-powered experiences where they matter most. 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.

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service digital and AI driven Bot applications (Virtual Agents), generative AI bots and Agentic Virtual Agents across all Genesys platforms. In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using in house Genesys bots as well as – Google, Amazon, and others.

Services provided by the candidate will include software development and Architecture design, 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):
Responsible for managing project initiatives of strategic importance to the organization. Participate in customer workshops and design digital bot flows using our products using design best practices and awareness of product nuances. Work Independently, and with Genesys technical teams and business partners, to design, develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents. Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.

Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography. Work with Product owner, Scrum master to drive user story creation and ownership for SS&A owned epics for IVR, Routing and bots.

Lead the SS&A team delivery. Present and demonstrate proposed digital bot solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary. Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support. Communicate within the global community respecting cultural, language and time zone variations.

Demonstrate flexibility to adjust working hours to match customer and team interactions. Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures. Work independently to provide customer technical consulting services to help drive the determination of key deliverables, outcomes, code best practices, and deployments.

BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred. 10 + Years of experience with commercial Digital CCaaS 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. 6+ Years of experience working with digital (and/or voice) bots on platforms like Google Dialogflow and Amazon Lex.

Must include webhook/fulfillment experience and development skills. Must be able to work US hours. Demonstrated Understanding of and experience with the effective use of generative and agentic AI tools. Demonstrated experience in a customer facing role and handled difficult customer situations and being a thought leader for effective client consulting. 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 help define and create new product features. Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features. Excellent 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…