Professional Services Consulting Principal

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

We are seeking an experienced CCaaS (Contact Center as a Service) Solutions Architect with a strong practical knowledge of AI to join our integration software team supporting Customer Success and Services. As a key member of our Professional Services team, you will be leading presales efforts providing broad and deep expertise in technology to allow our customers to deliver on our Experience as a Service vision. You will be responsible for the design of integrations and enhancements to our cutting-edge CCaaS solutions using Genesys Cloud CX Platform integrated with advanced AI capabilities. You will collaborate closely with our services software development and product teams to deliver scalable, reliable, and innovative solutions that meet the evolving needs of our organization and our clients. 

You will be joining a collaborative team of like-minded people who thrive on technical problem solving and relish design and implementation challenges. The role will require you to lead/contribute with broad technical understanding with strong spoken and visual presentation skill, create/deliver highly customized demonstrations, and position our delivery services for customers and prospects. This individual should be seen as the expert in the room. 
 

Key Responsibilities: 

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

• Technical Leadership: Subject Matter Expert on Genesys solution integrations. Lead technical, business, and architectural discussions with customers, account teams and software development.   

• Architecture Design: Design and develop conceptual architectures for CCaaS solutions incorporating AI, voice and digital communications, analytics, user experience, data transformation, automation, system administration and compliance technologies as appropriate.

• Solution Implementation: Upon deal closure, provide technical oversight throughout the entire implementation project lifecycle, ensuring alignment with architectural standards and best practices. 

• Innovation and Research: Stay abreast of industry trends, emerging technologies, and best practices related to CCaaS and AI, and contribute to ongoing innovation initiatives. Continuously drive innovation through the development of CX Cloud blueprints and accelerators. 

• Collaboration: Work closely with stakeholders across business units to understand requirements, define technical solutions, and ensure alignment with strategic goals. Engage with Product Management to influence product direction.

• Documentation and Communication: Prepare and maintain architectural documentation, diagrams, and technical specifications. Maintain and provide solution demonstr