Senior Principal Consultant - Expert Apps

Preferred Qualifications

• Experience with AI-powered customer experience solutions, conversational AI, virtual agents or agentic AI.
• Experience with AWS, Azure or other major cloud platforms.
• Experience with enterprise CRM, data, knowledge or industry platforms.
• Experience in industries such as financial services, insurance, healthcare, retail or the public sector.
• Working at Genesys
• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
• What Happens After You Apply
• After you apply, here's what you can typically expect:
• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.
• Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
• Stay Connected
• Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
• Get notified about relevant opportunities.
• Be the one building what's next - where AI, experience and impact come together.
• Employee Referral
• If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

Be the one building what's next - where AI, experience and impact come together.

About Genesys:

Qualifications

• 10+ years of experience in solution consulting, solution engineering, technical consulting, architecture or enterprise software pre-sales.
• Deep, hands-on Genesys Cloud experience is required, including its architecture, administration, integrations and APIs.
• Strong contact center and customer experience domain expertise.
• A broad technical foundation across APIs, integrations, cloud, authentication, enterprise applications and data, with the curiosity and ability to quickly learn unfamiliar technologies.
• Hands-on ability with REST APIs and tools such as Postman, plus working knowledge of JSON, SQL and scripting using Python or JavaScript.
• Practical experience with AI, generative AI or agentic AI solutions, with an understanding of conversational AI, agents, knowledge, tool/API integration and workflow orchestration.
• Strong knowledge of enterprise security, privacy and data governance, and the ability to incorporate these requirements into enterprise solution designs.
• Demonstrated ability to lead technical discovery, design solutions and demonstrate complex technology to enterprise customers.
• Demonstrated ability to create high-quality customer-facing presentations, solution diagrams, demonstrations and other technical sales collateral.

Responsibilities

• Develop and maintain deep technical knowledge across the evolving Expert Apps portfolio, helping customers and sales teams identify the right solutions, understand how they fit together and determine when requirements fall outside existing capabilities.
• Lead discovery and turn complex business and technical requirements into practical solution architectures.
• Design solutions across Genesys Cloud, Expert Apps, APIs, enterprise applications, data platforms, cloud infrastructure and AI.
• Build and deliver compelling demonstrations, demo scripts, prototypes and POCs that clearly connect Expert Apps capabilities to customer use cases and business outcomes.
• Get hands-on with APIs, integrations, data and unfamiliar technologies to validate designs, troubleshoot issues and answer technical questions.
• Identify and shape AI and automation opportunities, including solutions involving agents, knowledge, tools, APIs and enterprise workflows.
• Partner directly with Product and Engineering to investigate requirements, determine feasibility, identify gaps and turn field learning into product improvements and new Expert Apps.
• Create reusable sales and technical enablement—including presentations, demo scripts, solution diagrams, technical guidance and discovery materials—that helps the broader sales organization effectively position and demonstrate Expert Apps.
• Help shape commercially viable solutions by considering licensing, implementation complexity, technical risk and customer value.
• 10+ years of experience in solution consulting, solution engineering, technical consulting, architecture or enterprise software pre-sales.
• Deep, hands-on Genesys Cloud experience is required, including its architecture, administration, integrations and APIs.
• Strong contact center and customer experience domain expertise.
• A broad technical foundation across APIs, integrations, cloud, authentication, enterprise applications and data, with the curiosity and ability to quickly learn unfamiliar technologies.
• Hands-on ability with REST APIs and tools such as Postman, plus working knowledge of JSON, SQL and scripting using Python or JavaScript.
• Practical experience with AI, generative AI or agentic AI solutions, with an understanding of conversational AI, agents, knowledge, tool/API integration and workflow orchestration.
• Strong knowledge of enterprise security, privacy and data governance, and the ability to incorporate these requirements into enterprise solution designs.
• Demonstrated ability to lead technical discovery, design solutions and demonstrate complex technology to enterprise customers.
• Demonstrated ability to create high-quality customer-facing presentations, solution diagrams, demonstrations and other technical sales collateral.