Senior Principal Solution Consultant

Key Responsibilities

• Lead discovery engagements that uncover customer priorities, business challenges, technical constraints, and high-value transformation opportunities.
• Own the technical strategy and solution recommendation for assigned opportunities, translating complex requirements into clear architectures, business outcomes, and customer value.
• Build trusted relationships with enterprise architects, technology owners, engineering leaders, executives, and other key stakeholders across accounts.
• Design AI-powered customer experience solutions, including conversational AI, agentic AI, intelligent orchestration, automation, and human-in-the-loop experiences.
• Develop and deliver compelling demonstrations, workshops, prototypes, and executive-level presentations that establish credibility and accelerate customer decision-making.
• Rapidly prototype and iterate solutions using prompt engineering, APIs, cloud services, and modern development practices to validate concepts and reduce technical uncertainty.
• Design scalable reference architectures that integrate Genesys Cloud with customer systems, cloud platforms, CRM applications, AI services, data sources, and third-party technologies.
• Lead technical pilots and proofs of concept from initial definition through execution, validation, and measurable outcomes.
• Drive alignment across business and technical stakeholders, identifying risks, challenging assumptions when appropriate, and providing a clear technical point of view.
• Partner closely with Account Executives and the broader account team to advance opportunities, remove technical barriers, and support growth within assigned accounts.
• Collaborate with Genesys product and engineering teams by bringing forward customer requirements, evidence-based insights, architectural considerations, and opportunities for innovation.
• Develop reusable architectures, demonstrations, frameworks, and best practices that improve execution across the organization.
• Create high-quality technical documentation, including solution architectures, proposals, use cases, pilot plans, and technical recommendations.
• Contribute thought leadership through customer engagements, presentations, internal enablement, and industry discussions.
• Support peers and partners by sharing expertise, coaching on solution approaches, and helping raise technical capability across the broader team.

Required Qualifications

• Bachelor’s degree or equivalent practical experience, with 5+ years of experience in solutions consulting, sales engineering, solution architecture, or a similar customer-facing technical role.
• Proven experience working with large, complex enterprise customers and navigating multi-stakeholder technical decision processes.
• Strong understanding of AI concepts, including generative AI, agentic AI, large language models, and AI-native solution design.
• Hands-on experience applying prompt engineering techniques to real-world use cases.
• Ability to translate complex technical capabilities and architectures into clear business value and measurable outcomes.
• Experience designing customer journeys, workflows, conversational experiences, or automation within contact center, customer experience, or related enterprise environments.
• Strong technical foundation in APIs, integrations, cloud architectures, and modern application development practices.
• Experience with public cloud platforms such as AWS, Azure, or Google Cloud.
• Hands-on development or scripting experience using languages such as JavaScript, Python, or similar technologies.
• Ability to rapidly build prototypes and proof-of-concept solutions that integrate multiple technologies and data sources.
• Strong presentation, storytelling, and communication skills, with the ability to engage confidently with both deeply technical audiences and senior executives.
• Strong problem-solving skills and the ability to navigate ambiguity, competing priorities, and evolving customer requirements.
• Demonstrated ownership, initiative, and accountability for driving technical outcomes and advancing customer opportunities.
• Strong collaboration and influencing skills across sales, product, engineering, partners, and customer teams.
• Experience leading pilots, proofs of concept, or other complex technical initiatives from definition through completion.

Preferred Qualifications

• Hands-on experience with Genesys Cloud, including APIs, integrations, Architect, AI capabilities, or related platform services.
• Experience integrating enterprise platforms such as Salesforce, ServiceNow, AWS, Microsoft Azure, or similar technologies.
• Experience with Retrieval-Augmented Generation (RAG), large language model applications, and enterprise AI architectures.
• Familiarity with Model Context Protocol (MCP) and its application within AI solution architectures.
• Understanding of machine learning concepts, model behavior, evaluation techniques, and the limitations of AI systems.
• Exposure to advanced machine learning or statistical approaches, including Bayesian methods.
• Experience designing solutions within SaaS or cloud-based enterprise environments.
• Demonstrated thought leadership through customer presentations, published content, conference participation, internal enablement, or industry contributions.
• Experience influencing long-term enterprise architecture or technology strategy.
• Experience using AI-assisted development tools such as Cursor, GitHub Copilot, or similar technologies.
• Demonstrated commitment to continuous learning, particularly in AI, cloud architecture, customer experience technologies, and emerging development practices.
• 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.
• $138,000.00 - $242,600.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments
• Click here to view a summary overview of our Benefits.
• 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.

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