Sr. Principal Consultant, Software Delivery Lead

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.

Location: Virtual, WFH Opportunity. US Based

Job Summary: 

As one of the Lead Consultants on the Professional Services Team, you are responsible for all technical/hands-on delivery requirements of large-scale, complex technology implementation and transformation programs for our Genesys Cloud customers. You'll oversee the development of innovative, enterprise-level technology solutions that enhance clients’ business performance, reduce costs, and improve scalability. In this role, you are expected to manage priorities, provide internal guidance, client relationships, and drive the overall end-to-end vision for multiple projects while ensuring alignment with clients’ long-term business objectives. This role requires leveraging your background delivering CcaaS solutions, preferably projects aligning to Genesys Cloud products. 

What’ll you’ll do:

• Lead the enterprise technical delivery function for major client engagements across industries, aligning Genesys Cloud and emerging products we build. 

• Lead the configuration and implementation of enterprise-wide technology solutions, including application architecture, infrastructure design, and data integration.

• Serve as a thought leader and trusted advisor to clients on architecture and implementation frameworks, best practices, and emerging technologies.

• Collaborate with internal teams, partners and customers to ensure smooth delivery of projects.

• Understand how Genesys technology integrates/interfaces with customers` solutions vision.

• Lead efforts to pro-actively craft and propose solutions that clarify how Genesys brings business value to address critical business challenges faced by customers.

• Present complex Genesys technical demonstrations to various levels of staff in a diverse range of customer organizations.

• Identify (project) risks and the definition of mitigation plans. 

What you’ll bring to the table:

• 7-10 plus years of experience designing, implementing, and/or administrating enterprise solutions/systems that leverage the call center technologies preferably with Genesys Cloud Products.

• IP Telephony:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)  

• Proficiency in designing and programming complex applications leveraging APIs, JSON and/or JavaScript.

• Experience with current technology implementation patterns including service-oriented and cloud.  

• Understanding of business processes and transformation and how they relate to customer experience technology.

• Ability to travel onsite to customer's location as required (up to 25%)

#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.  

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.