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.
Professional Services Consultant, Genesys Cloud and AI.
Role Overview:
Drive the successful deployment and evolution of AI-powered customer experience solutions that improve how organizations engage with their customers. This role focuses on designing, implementing, and optimizing Genesys Cloud solutions that enable automation, personalization, and scalable interaction management. You will own end-to-end technical delivery, from architecture through continuous improvement, ensuring solutions align with both customer needs and business objectives.
Why This Role Matters:
This role is key to helping organizations unlock the value of AI in their customer experience strategy. By combining Genesys Cloud with advanced AI capabilities, you will drive more efficient operations, smarter decisions, and more meaningful customer interactions at scale, while contributing directly to Genesysâ mission of transforming customer experience through innovation and empathy.
Key Responsibilities:
Deliver end-to-end implementation and optimization of Genesys Cloud solutions that enhance customer experience performance and scalability.
Lead technical strategy and execution for complex engagements, ensuring alignment between customer objectives and solution architecture.
Design and deploy AI-enabled solutions that improve automation, personalization, and interaction quality across customer journeys.
Translate business requirements into scalable, high-impact technical solutions leveraging AI, analytics, and orchestration capabilities.
Develop and refine prompts that increase accuracy, consistency, and business relevance of AI-driven customer interactions.
Implement and optimize conversational AI, virtual agents, predictive models, and analytics to drive measurable business outcomes.
Collaborate with cross-functional teams to ensure successful delivery, quality assurance, and long-term solution adoption.
Evaluate and improve system performance through testing, troubleshooting, and continuous optimization initiatives.
Enable stakeholders through technical training and guidance to maximize platform adoption and value realization.
Advise on best practices for AI adoption, prompt engineering, responsible AI, and scalable integration patterns.
Required Qualifications:
Bachelorâs degree in Computer Science, Engineering, Data Science, Artificial Intelligence, or a related field, or equivalent practical experience.
3+ years of experience in enterprise software implementation, cloud platforms, or customer experience technologies.
Hands-on experience with artificial intelligence, conversational AI, automation, analytics, or machine learning solutions.
Demonstrated experience designing and optimizing prompts for AI-driven and customer-facing use cases.
Strong background in troubleshooting and resolving complex technical configurations.
Excellent verbal and written communication skills in English.
Proven ability to translate business needs into scalable, technology-driven solutions.
Experience working in customer-facing consulting or advisory roles.
Strong communication skills with the ability to engage both technical and non-technical audiences.
Flexibility to collaborate across time zones and customer environments.
Technical Skills:
Knowledge of HTTP requests, REST APIs, and JSON.
Experience with Genesys Cloud and customer experience technologies.
Understanding of conversational AI, NLP, LLMs, prompt engineering, virtual agents, speech analytics, text analytics, intelligent routing, and knowledge automation.
Experience integrating AI services, cloud platforms, and third-party solutions using APIs and related integration methods.
Ability to design, test, refine, and improve prompts to support reliable, accurate, and context-aware AI interactions.
Software development experience in Java, C#.NET, Python, PHP, or web-based scripting is highly valued.
Working knowledge of Windows and Linux environments to support integrations, troubleshooting, and deployment activities.
Experience with AWS is a plus.
Familiarity with networking, DNS, SIP, and telephony concepts relevant to Genesys Cloud deployments is an advantage.
Experience with Genesys Cloud Edge, Cisco Gateways, and related voice infrastructure is an advantage.
Familiarity with AI governance, responsible AI practices, and model behavior monitoring in customer-facing environments.
Business Skills:
Strong customer-facing consulting skills.
Ability to explain complex technical and AI-related concepts to both technical and non-technical audiences.
Strong ownership, follow-through, and accountability.
Ability to work effectively in fast-paced, complex project environments.
Strong analytical and solution-oriented mindset.
Preferred Qualifications:
Experience leading end-to-end delivery of complex or enterprise-scale customer experience transformations.
Exposure to designing AI strategies or roadmaps aligned with business objectives and measurable outcomes.
Experience influencing senior stakeholders and driving alignment across technical and business teams.
Background working in highly regulated or large-scale enterprise environments with complex integration landscapes.
Demonstrated ability to mentor or guide other consultants in solution design, delivery standards, and best practices.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
GenesysŽ 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 reasonable.accommodations@genesys.com.
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