Principal PS Consultant

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.

Summary:
As a Principal PS Consultant, you will partner with customers to design, build, and deliver innovative contact center and customer experience solutions powered by Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies.

At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers.

This position is part of the North America Professional Services organization, supporting customers through their technology journey and transformation within Genesys Cloud.

Key Responsibilities:

• Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers

• Configure, integrate, and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards

• Collaborate with Project Managers to define project scope, deliverables, and timelines

• Execute project plan tasks and validate test plans to ensure successful deployment

• Provide technical mentorship and training to internal teams and customers

• Identify and resolve engagement-related challenges proactively, escalating issues when appropriate

• Deliver on-site or remote support for customer escalations as needed

• Recommend process improvements to enhance efficiency and delivery quality

• Maintain at least 70% utilization on billable projects while upholding service excellence

• Participate in knowledge sharing and continuous improvement initiatives within the Professional Services organization

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience)

• 10+ years of relevant professional experience, including at least 3 years with Genesys Cloud solutions

• Strong proficiency with Amazon Web Services (AWS)

• Hands-on experience with application development using APIs, JSON, and JavaScript

• Proven ability to communicate complex technical concepts clearly and effectively

• Familiarity with diagnostic and documentation tools such as Wireshark, Microsoft Visio, and Microsoft Office Suite

Highly Desired Technical Skills:

• Expertise in Genesys Cloud Edge, AudioCodes, and IP Telephony systems

• Understanding of Cisco, Juniper, or similar networking technologies

• Experience with cloud change control and enterprise deployment methodologies

Business and Soft Skills:

• Demonstrated ability to lead large-scale, fast-paced technical projects

• Strong written and verbal communication, including escalation management

• Customer-centric mindset with strong problem-solving and organizational skills

• Ability to manage time effectively and work independently or in collaborative team environments

• Occasional travel (approximately 25%), including international engagements

Compensation:

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.  

$110,600.00 - $194,400.00

Benefits:

• Medical, Dental,