Sr. Principal Professional Services 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. Role Overview: Drive the design and delivery of enterprise-scale customer experience solutions that directly shape how global organizations engage with their customers across voice, digital, and AI-powered channels. This role owns the end-to-end technical architecture and implementation strategy for complex Genesys deployments, influencing platform performance, scalability, and long-term business value. At Genesys, we are advancing customer experience through empathy and innovation, enabling organizations to deliver meaningful, connected interactions at scale. You will partner with senior stakeholders, guide cross-functional teams, and contribute to multi-cloud transformation initiatives that elevate both customer outcomes and operational efficiency, while gaining exposure to high-impact enterprise programs and emerging technologies. Location : Fully remote within US (not limited to that states that the job is tagged to) Key Responsibilities: Lead end-to-end architecture and delivery of Genesys customer experience solutions, ensuring scalable, resilient, and high-performing implementations Drive technical strategy and design across multi-cloud environments, enabling seamless integration of voice, digital, and AI-driven channels Facilitate customer workshops and discovery sessions to align business objectives with technical solutions and long-term transformation goals Influence cross-functional teams, including SMEs, product owners, and engineering, to deliver cohesive and high-quality project outcomes Define and oversee implementation standards, ensuring adherence to best practices in DevOps, CI/CD, and cloud-native architecture Identify project risks early and implement mitigation strategies that protect delivery timelines and customer satisfaction Mentor and guide technical consultants, strengthening team capability and driving consistent delivery excellence Optimize system performance and reliability by implementing high availability, disaster recovery, and zero-downtime deployment strategies Required Qualifications: Bachelor’s degree in Engineering, Information Technology, or a related field 8+ years of experience delivering complex enterprise software or cloud-based solutions Proven experience in customer-facing roles, including managing complex stakeholder relationships and challenging scenarios Strong expertise in cloud platforms such as AWS, Azure, or Google Cloud Deep understanding of containerization technologies including Docker and Kubernetes Solid experience with SIP, voice technologies, and omnichannel customer experience platforms Demonstrated ability to design and implement scalable architectures across distributed systems Strong analytical, problem-solving, and debugging skills in complex environments Experience with Agile methodologies and participation in iterative delivery models Excellent communication skills with the ability to engage both technical and business audiences effectively Preferred Qualifications: Experience with Genesys platforms, including Genesys Engage, Genesys Cloud, or multi-cloud deployments Knowledge of DevOps practices, including CI/CD pipelines, automation, and infrastructure as code Familiarity with Terraform, particularly within Genesys Cloud environments Experience with API management, networking concepts, and cloud security best practices Proficiency in programming or scripting languages such as Java, C#, or similar Experience designing reusable tools, utilities, or frameworks to improve delivery efficiency Understanding of enterprise integration patterns and large-scale system deployments #LI-Remote 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. $135,600.00 - $238,600.00 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 . 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. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com . 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. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.