Principal Solution 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 6000 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.

Principal Solution Consultant

Location: Brisbane Sydney Canberra and Melbourne

At Genesys we are transforming the customer experience landscape with empathy AI innovation and global impact. AI at Genesys acts as the intelligence layer that orchestrates experiences determining what should happen when it should happen and how value continuously improves across this highly strategic executive-facing role you will guide enterprise customers beyond isolated automation toward adaptive outcome-driven systems powered by Agentic AI.

Joining Genesys means becoming part of a global team redefining how organisations engage customers and employees through intelligent scalable platforms.

The Role

As a Principal Solution Consultant you operate at the highest level of technical and consultative influence within the ANZ pre-sales organisation. You serve as a regional authority on Genesys AI and Experience Orchestration partnering closely with Sales leadership Value Consulting Professional Services and strategic partners.

You are typically engaged when:

• AI and orchestration are central to the customers CX and digital transformation strategy

• The opportunity involves enterprise scale regulatory complexity or multi-year transformation

• Executive confidence in AI trust governance and measurable value realisation is critical

Your impact extends beyond individual deals. You influence how enterprise leaders across ANZ understand Agentic AI as a system of intelligence that connects journeys decisions and outcomes across channels and time.

Key Responsibilities

Leading Executive Conversations on AI-Driven Experience Orchestration

• Engage C-level and senior stakeholders on how AI-first orchestration reshapes CX strategy operating models and commercial outcomes

• Reframe conversations from channels and features toward journeys decisions and measurable business impact

• Guide customers through AI trust governance risk management and organisational readiness

Owning Complex AI-Centric Enterprise Opportunities

• Serve as the solution authority for large strategic AI-led enterprise engagements

• Orchestrate cross-functional teams across Sales Value Consulting Services and Partners to deliver a cohesive solution strategy

• Navigate technical commercial and organisational ambiguity with confidence and structure

Demonstrating Agentic AI in Action

• Design and deliver advanced demonstrations that showcase Genesys Cloud AI making decisions acting autonomously and learning across journeys

• Articulate complex concepts including Agentic AI journey orchestration predictive routing real-time decisioning and intelligent automation in clear business terms

• Tailor narratives to technical architects CX leaders risk teams and executive sponsors

Defining AI-First Architectures and Orchestration Roadmaps

• Develop end-to-end solution architectures embedding intelligence across journeys roles and channels

• Define phased roadmaps that balance rapid time-to-value with long-term orchestration maturity

• Ensure alignment with Australian regulatory expectations security requirements scalability standards and responsible AI principles

Elevating Regional Capability and Thought Leadership

• Set the benchmark for AI-first solution consulting across the ANZ region

• Mentor Senior Solution Consultants and contribute to regional enablement initiatives

• Influence partner solution strategies and joint AI-led transformation approaches

• Represent Genesys in executive briefings customer advisory boards and industry forums

Requirements

• 8 to 10 years of experience in solution consulting enterprise CX transformation or AI-driven platform roles

• Demonstrated leadership on large enterprise-scale AI-centric engagements

• Deep understanding of Genesys Experience Orchestration concepts including journeys analytics decisioning and automation

• Strong working knowledge of large language models predictive modelling real-time AI systems and agentic architectures

• Executive presence with the ability to influence high-stakes stakeholders in complex environments

Preferred Qualifications

• Experience designing or implementing AI-led CX or orchestration platforms in enterprise environments

• Familiarity with responsible AI governance and compliance particularly within regulated industries

• Experience integrating CX platforms into complex enterprise ecosystems

• Understanding of hyperscaler cloud platforms and modern AI-enabled architectures

Why Join Genesys

Genesys is redefining customer and employee experience through AI-powered Experience Orchestration enabling organisations to move from reactive interactions to intelligent adaptive journeys.

In this role you will:

• Shape how Agentic AI is understood and adopted across the ANZ market

• Influence the most strategic CX and AI decisions made by enterprise customers

• Collaborate with senior sales value services and AI leaders across the region

• Help define what AI-first means in enterprise Experience Orchestration

Additional Information

• Genesys does not accept agency resumes for this role

• Applicants must have legal rights to work in Australia

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

About Genesys:

Genesys empowers more than 8000 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.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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