Conversational AI Solution Consultant - Presales

Genesys empowers more than 7,500 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.

As a member of the Self Service and Artificial Intelligence (SS&AI) Team within the Professional Services organization you’ll work directly with the customer to design, develop, and test customized Self-service IVR and AI driven Bot applications within the Genesys Cloud platform.  In this role, you’ll work with the latest AI technologies to provide top class CX using inhouse Genesys Dialog Engine bot technology as well as technology from Google, Amazon, and Nuance. In this role, you’re a senior contributor which requires you to leverage your ability to lead major self-service project efforts through presales and discovery.  We expect you to have both breadth and depth of technical knowledge and experience architecting and developing bots. 

Your communication style must be adaptable, thoughtful, and empathetic not only with the customer but with all cross functional partners. You’ll work closely with sales teams and their leaders, software development teams, user interface designers, speech scientists, product owners, scrum masters and quality assurance engineers to deliver solutions based on the customers CX priorities.

The goal of the role is to help identify, sell and delivery the best customer experience for our customers and partners. This work will require you to work cross functionally internally and build relationships with our customers.

Responsibilities

• Participate in presales and discovery process, leading the SS&AI team efforts to understand customer needs and help identify, document, and estimate self-service solutions.

• Participate in customer workshops to help design solutions using our products using awareness of Genesys and 3rd party product nuances.

• Maintain and keep up to date with changes in Genesys self-service technology and 3rd party bot platforms and associated technologies supported by professional services.

• Work with Genesys technical teams and business partners to design, develop and maintain Bots.  Includes software architecting and development outside of Genesys platforms.

• Create accurate development effort estimates in collaboration with the sales team, sales engagement directors, team manager, Professional Services project managers or regional managers.

• Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for bots.

• Present and demonstrate proposed solutions as required.

• 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, documentations, or architectures.

Qualifications

• Proven experience with commercial IVR and/or bot applications, development experience in appropriate development tools, Advanced Speech Recognition engines.

• 5 plus years of experience with bot development including voicebots.

• In depth understanding of bot application architectures including web components, telephony, caching, prompt servers, ASR and operational diagnostics.

• 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. 

Familiarity with the following is a definite plus:

• Experience with interaction design or working closely with conversation designers

• Experience with grammar development or working closely with speech scientists

• Practical experience developing and deployi