Senior Solution Consultant

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

This job description is a template for job requisitions please make sure to update according to the position you are hiring for

The Senior Solution Consultant (SC) plays a crucial role in the Genesys pre-sales organization. The SC must understand the customers needs and create a compelling business solution roadmap. The SC has a proven record of finding creative ways to solve complex technical problems.

This role is a technical ambassador of Genesys tasked with showcasing innovative offerings and solutions for customers as part of complex and large-scale sales deals. The SC works closely with the regional Sales, Presales and partner community to drive new business addressing any business value and technical questions raised throughout the sales process.

This role works with Genesys customers to perform detailed discovery, facilitate AI Powered Experience Orchestration Demos, respond to RFx’s and ultimately work towards winning over prospective customers by showcasing Genesys value in the context of their business and technical needs. The SC works in an autonomous consultative fashion to understand customer needs (technical and functional) and maps them to Genesys solutions, services and consulting offerings. This role works with all levels of the customer organization helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision makers.

This role involves on average, at least 60% technical skills and roughly 40% soft skills. The Solution Consultant must have a strong technical understanding across a wide range of areas that support CcaaS technical solutions.

What You’ll Do:

In this role, the primary responsibilities include (but are not limited to):

• Building and documenting reusable solutions that leverage Genesys Solutions, Infrastructure as Code, RESTful API’s, cloud services and other modern technologies to enable the Genesys customer and partner communities
• Showcase technical expertise and creative talents by developing and presenting dynamic demonstrations to the decision makers of a business (executives, key stakeholders and influencers)
• Understand the customers strategies to help them drive their business using Genesys solutions
• Run workshops with business users to uncover gaps and opportunities, define the projected benefits and present the outcomes to all stakeholders
• Create a customized demo to showcase solutions to the customer’s needs
• Create documentation such as Discovery, Architecture and Solution Design Proposals to ensure a smooth service delivery
• The SC must maintain regular and up to date insights on industry trends and best practices to advise customers through implementation process
• Create professional solution design diagrams with the associated assumptions and sizing calculations
• For large/complex opportunities the SC will be required to lead a team in order to complete all of the activities associated with the Presales process. This team could include other solution consultants, solution architects, technical engineers, value consultants and service design leads.

You’ve been there and done this…

• Strong technical knowledge of IT concepts, software standards as well as database and networking technologies
• Strong understanding of the fundamentals of Computing, such as completing a Technology or Computer Degree and/or undertaking certifications relevant to Cloud, SaaS or CCaaS
• 5+ years of experience implementing and/or integrating with CRMS, software implementation and/or coding experience
• Experience in building and implementing CX solutions using modern Agentic AI techniques
• Advanced technical knowledge covering associated contact centre technologies such as surveys, quality management, recording, workforce management, IVR, digital engagement or PCI compliance
• Technical knowledge in the following areas such as VOIP, SIP, RTP, messaging carrier services, infrastructure, networking and security
• Strong understanding and familiarity with AI concepts such as LLMs, NLUs, Predictive AI models
• Experience documenting technical artifacts and building presentations promoting
• Experience working with a Cloud or SaaS company
• Refined presentation skills showcasing presence and gravitas and able to facilitate workshops towards successful conclusions

Required skills:

• Strong autonomy and independence and ability to manage competing projects and deadlines in a
• fast-paced environment In depth knowledge of industry trends and technologies as well as customer and competitor insights
• Ability to understand customer security needs and articulate an appropriate solution
• Strong business acumen and ability to communicate with senior leaders within in an organization
• Self-driven continuous learning to ensure all relevant CCaaS knowledge is current and up to date

Nice to have:

• Fluent in Mandarin is an added advantage
• Hands on experience with the REST APIs (application programming interface) integrations, methodologies and benefits
• Programming language such as: JavaScript, Python
• Hands on with AWS, Salesforce and/or ServiceNow
• Infrastructure as Code: CloudFormation and Terraform
• Understanding the fundamentals of computing such as completing a Technology Degree and/or undertaking certifications relevant to Cloud, SaaS or CCaaS
• Strong project management skills
• Experience with: Agentic AI, Generative AI, Prompt engineering, Chain of thought – COT, or various
• Machine Learning concepts and how they work.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in the country advertised.

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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.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.