Sr. Principal Professional Services Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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:

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications across all Genesys platforms.  In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using inhouse Genesys bots as well as – Google, Amazon, and others. Services provided by the candidate will include software development and Architecture design, Integration consulting, Agile leadership, customer training, team education and owning end to end delivery.

As a Principal Implementation Consultant, you will often be working closely with our customers (Business owners and technical SME’s) and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. Be a thought leader for the organization, providing mentoring and establishing operational plans to achieve organizations strategic goals.

The successful candidate will work closely with other team members, including Team leads, user interface designers, product owners, scrum masters and quality assurance engineers to develop AI-driven voice bot and IVR applications for our customers using the Genesys Development tools (Genesys Cloud Architect). Consultants get the opportunity to also work routing, AI driven predictive routing and IVR Applications built for Genesys Premise and Cloud solutions spanning DTMF through advanced NLU speech applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.

Responsibilities

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

• Responsible for managing project initiatives of strategic importance to the organization.

• Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances.

• Work with Genesys technical teams and business partners to design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions.

• Experience defining ASR grammars, and tuning process.

• Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.

• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly-defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography.

• Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery.

• Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.

• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.

• Communicate within the global community respecting cultural, language and time zone variations.

• Demonstrate flexibility to adjust working hours to match customer and team interactions.

• Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.

Qualifications

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.

• 12 + Years of experience leading software development/Professional services projects in a technical capacity

• 10 + Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus.

• 5+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex.  Must include webhook/fulfillment experience and development skills.

• 5+ Years of experience working in an Agile environment.

• Demonstrated experience in a customer facing role and handled difficult customer situations.

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

• Understanding the effective use of generative AI tools.

• Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and help define and create new product features.

• Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.

• Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.

• Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.

• Willingness to travel (usually less than 25% of time). 

• Must be able to work US hours.

Familiarity with the following is a definite plus:

• Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation. Experience with Google Dialog flow and Amazon Lex.

• GCP or AWS certification

• Bot and intent tuning.

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:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.