Senior Principal Consultant – Expert Apps

Overview

As a Senior Principal Solution Consultant for Expert Apps, you act as a technical authority to design and demonstrate AI-powered customer experience solutions. You will translate complex requirements into practical architectures, bridging sales and engineering to drive adoption of the Expert Apps portfolio. Expect hands-on work with APIs, data, and AI, while guiding customers through architecture discussions and scalable demonstrations. You help shape product guidance and enablement to scale the program and identify valuable AI use cases tied to business outcomes.

Pay / Benefits

• flexible-first culture
• paid volunteer time
• August Free Fridays
• well-being resources
• regionally tailored programs
• leadership development and education support

Responsibilities

• Develop and maintain deep technical knowledge of the Expert Apps portfolio and how it fits with customer environments
• Lead discovery and translate business and technical requirements into solution architectures
• Design solutions across Genesys Cloud, APIs, data platforms, and AI
• Create compelling demos, prototypes, and POCs aligned to customer use cases
• Hands-on work with APIs, data, and tools to validate designs and resolve issues
• Identify AI and automation opportunities including agent-related workflows
• Collaborate with Product and Engineering to translate field learnings into product improvements
• Produce reusable sales and technical enablement materials to support the broader sales org
• Contribute to commercially viable solution designs considering licensing, complexity and value

Key requirements

• 10+ years in solution consulting, solution engineering, architecture or enterprise pre-sales
• Deep, hands-on Genesys Cloud experience (architecture, administration, integrations, APIs)
• Strong contact center and customer experience domain expertise
• Broad technical foundation across APIs, cloud, data, and enterprise apps
• Hands-on with REST APIs, Postman, JSON, SQL, Python or JavaScript
• Practical experience with AI/generative AI, agents, knowledge, and workflow orchestration
• Knowledge of enterprise security, privacy and data governance
• Proven ability to lead technical discovery, design complex solutions and present to executives
• Ability to create high-quality customer-facing demos, diagrams and collateral

• Strong communication and presentation skills
• Customer-focused and collaborative
• Problem-solving and quick learning of new technologies
• REST APIs
• Postman
• JSON

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