Principal PS 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.

Summary:
As a Principal PS Consultant you will partner with customers to design build and deliver innovative contact centre and AI-powered experience orchestration solutions with Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys strategic vision and best practices. You will drive successful project delivery by providing architecture guidance fostering customer trust and ensuring seamless integration of Genesys technologies.

At Genesys were transforming the customer experience landscape with empathy AI innovation and global impact. Joining Genesys means becoming part of a global team thats redefining how companies engage with their customers.

This position is part of the EMEA Professional Services organization supporting customers through their technology journey and transformation within Genesys Cloud.

Key Responsibilities:

• Serve as the lead technical architect for complex Genesys Cloud projects ensuring high-quality solution delivery for enterprise or strategic customers

• Configure integrate and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards

• Collaborate with Project Managers to define project scope deliverables and timelines

• Provide technical mentorship and training to internal teams and customers

• Identify and resolve engagement-related challenges proactively escalating issues when appropriate

• Recommend process improvements to enhance efficiency and delivery quality

• Participate in knowledge sharing and improvement initiatives within the Professional Services organization

Minimum Qualifications:

• Bachelors degree in Computer Science or related field (or equivalent technical experience)

• 8 years of relevant professional consulting experience including at least 3 years with Genesys Cloud solutions or similar CX CRM or AI orchestration platforms (e.g. Google CCAI Salesforce Microsoft NICE CXone AWS Connect ServiceNow or similar).

• Advanced understanding of modern cloud concepts and architectures (Amazon Web Services is preferred)

• Proven ability to communicate complex technical concepts clearly and effectively

• Good experience with diagramming and presentation tools such as LucidChart Microsoft Visio and Microsoft PowerPoint

• Must be fluent in German and English (written and spoken)

Highly Desired Technical Skills:

• Experience designing or implementing AI-powered customer solutions such as Voicebots chatbots co-pilots Agentic AI AI-driven analytics solutions etc.

• Hands-on experience with application development using APIs JSON and JavaScript

• Understanding of DevOps principles and CI/CD pipelining tools

Business and Soft Skills:

• Demonstrated ability to lead large-scale fast-paced technical projects

• Strong written and verbal communication including escalation management

• Able to lead and challenge customers as needed to guide/influence solution direction

• Business-outcome focused mindset with strong problem-solving and organizational skills

• Ability to manage time effectively and work independently or in collaborative team environments

• Occasional travel (approximately 25%) including international engagements

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.

Reasonable Accommodations:

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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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.