Role Overview:
Shape how global enterprises design and deliver AI powered customer experiences by owning the strategy, architecture, and execution of complex transformation initiatives. This role drives end to end solution leadership across high growth customers and partners, enabling scalable, empathetic, and intelligent experience orchestration using Genesys Cloud and advanced AI capabilities.

At Genesys, you will be part of a global leader in customer experience orchestration, helping organizations connect every interaction across marketing, sales, and service through AI driven insights and automation. You will influence how organizations translate technical possibilities into measurable business value, guiding decisions at the executive level while remaining deeply engaged in hands on innovation. You will operate with high autonomy, navigating ambiguity, leading pilots, and rapidly prototyping solutions that demonstrate impact.

This role offers strong visibility, the opportunity to lead through thought leadership, and the ability to shape the future of AI driven customer experience while continuously expanding your technical and strategic expertise.

Key Responsibilities:

• Lead end to end discovery engagements that uncover business challenges, apply curiosity driven analysis, and define high value transformation opportunities
• Own solution strategy and architecture by translating complex technical requirements into clear business outcomes that drive customer value and enterprise impact
• Design and deliver AI native customer experience workflows, including conversational and experience design that improves engagement and operational performance
• Develop and present compelling demos, workshops, and executive level narratives that establish credibility and enable you to confidently lead high stakes conversations
• Rapidly prototype and iterate solutions using prompt engineering, APIs, and modern development practices to validate ideas and accelerate decision making
• Drive alignment across business and technical stakeholders, influencing strategy while maintaining strong judgment and emotional intelligence
• Build scalable reference architectures and reusable frameworks that enable repeatable success across customers and partners
• Lead and manage end to end pilots, ensuring successful execution from concept through measurable outcomes
• Enable and coach partners to independently design, position, and deliver Genesys based solutions with a focus on scalability and value creation
• Collaborate with product teams by bringing forward evidence based insights, recommendations, and innovation opportunities informed by customer and partner needs
• Deliver thought leadership through content, presentations, and industry engagement, contributing original perspectives and forward looking recommendations
• Create high quality technical and strategic documentation, including architectures, proposals, and solution narratives that support successful delivery
• Drive continuous improvement by identifying opportunities to enhance processes, content, and customer and partner experiences
• Build and integrate solutions leveraging APIs, infrastructure as code, cloud platforms, and third party integrations to enable extensibility and innovation
• Navigate ambiguity, prioritize effectively, and maintain resilience while operating in dynamic and fast evolving environments

Required Qualifications:

• Bachelor's degree with 5+ years of experience in solutions consulting, sales engineering, or similar roles
• Strong fluency in AI concepts, including generative AI, agentic AI, and AI native solution design
• Demonstrated expertise in prompt engineering and ability to apply it in real world enterprise use cases
• Proven ability to translate technical capabilities into measurable business outcomes and value creation
• Experience designing workflows, customer journeys, and conversational experiences within contact center or CX environments
• Strong technical foundation including APIs, integrations, cloud platforms such as AWS, and modern development practices
• Hands on experience with coding or development in languages such as JavaScript or Python
• Experience working with third party integrations and building scalable, extensible solutions
• Ability to rapidly prototype solutions and iterate based on feedback and evolving requirements
• Strong presentation and communication skills with the ability to confidently lead discussions with senior stakeholders
• Demonstrated ability to manage ambiguity, prioritize effectively, and remain calm under pressure
• Proven ownership mindset with strong initiative, self motivation, and proactive problem solving approach
• Strong collaboration skills with the ability to influence cross functional teams and align diverse stakeholders
• Experience documenting technical and strategic artifacts including architectures, use cases, and solution proposals
• Project management and coordination experience, including managing pilots or complex initiatives end to end

Preferred Qualifications:

• Hands on experience with Genesys Cloud and REST API integrations
• Experience with enterprise platforms such as AWS, Salesforce, or ServiceNow
• Familiarity with MCP concepts and hands on experience applying them in solution design
• Experience with retrieval augmented generation and large language model applications
• Understanding of machine learning concepts and model behavior
• Exposure to advanced machine learning approaches such as Bayesian methods
• Demonstrated thought leadership through published content, presentations, or industry contributions
• Strong strategic thinking skills with the ability to influence long term direction and vision
• Experience operating in SaaS or cloud based enterprise environments
• Continuous learning mindset with evidence of ongoing skill development in AI, cloud, or emerging technologies

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.

$123,100.00 - $216,500.00

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.

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.