Digital AI Senior PS Consultant

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Description:

Join our Digital & AI Team at Genesys, a dynamic Professional Services team dedicated to the design, development, and delivery of innovative, AI-driven solutions across all Genesys platforms. This role offers exciting opportunities to work with the latest Genesys AI technologies to create exceptional customer experiences using our advanced bots and machine learning applications. Your contributions will encompass software development, architecture, integration consulting, Agile leadership, customer training, team education, and overseeing end-to-end project delivery.

We are looking for a talented and experienced AI Consultant to join our Digital AI team. This role is perfect for a developer with a strong technical background, particularly in web development, and practical experience in deploying various AI bots and machine learning products in a B2B setting. The AI Consultant will be integral to presales work, project execution, and post-project value realization, primarily consulting on and assisting with various Genesys AI products and use cases.

Key Responsibilities:
Consulting and Presales Support:

• Engage with clients to understand their needs and provide expert advice on AI solutions.

• Assist in preparing and delivering presales presentations and proposals.

• Conduct technical workshops and demonstrations of Genesys AI products.

Project Execution:

• Collaborate with clients to design, develop, and deploy AI bots and machine learning solutions.

• Lead projects from inception through to successful delivery.

• Ensure AI solutions are seamlessly integrated with client systems and processes.

After Project Value Realization:

• Provide ongoing support and consultation post-deployment to ensure maximum value realization.

• Monitor and optimize deployed AI solutions for performance and effectiveness.

Continuous Learning and Development:

• Stay updated with the latest developments in AI technology and use cases.

• Gain in-depth knowledge of the entire Genesys Cloud Digital suite.

• Participate in ongoing training and professional development.

• Work collaboratively with the team, providing feedback on issues found in APIs, products, documentation, or architecture.

Qualifications:

• Bachelor’s/Master’s/Advanced Degree in Computer Science, Engineering, or related field.

• Over 5 years of experience leading software development or professional services projects in a technical capacity.

• More than 2 years of experience with commercial IVR applications, routing, bots, and development experience with tools like PHP, Java, or C#.

• Over 2 years of experience working with bots on platforms like Google Dialogflow and Amazon Lex, including webhook/fulfillment experience and development skills.

• Proven experience in a customer-facing role, handling challenging customer situations effectively.

• Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.

• Ability to work independently on routine tasks or projects with general instructions on new assignments, taking the initiative to work on new product features.

• Demonstrated analytical, programming, and problem-solving skills, with a capacity to quickly learn new technologies and product features.

• Excellent verbal and written communication skills, with the ability to effectively interact with clients (business and technical audiences) in English. Proficiency in additional languages is a plus.

• Ability to effectively consult with clients and partners (vendors and internal teams) in a fast-paced environment with flexible schedules, assisting with resolving escalated customer issues as needed.

• Willingness to travel.

Preferred Qualifications:

• Experience with Genesys AI products and the Genesys Cloud Digital suite.

• Certification in AI or related fields.

• Experience in other consulting roles within the technology sector.

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.  

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.