Senior Principal Consultant - Expert Apps

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Senior Principal Solution Consultant — Expert Apps Role Overview Genesys Expert Apps extend Genesys Cloud to solve specialized customer needs across integrations, analytics, AI, automation and industry solutions. We’re looking for a Senior Principal Solution Consultant who can combine deep Genesys Cloud expertise with broad technical curiosity to help customers put these capabilities to work. You’ll be a technical authority on the Expert Apps portfolio—understanding what our solutions do, how they fit together and how they integrate into complex customer environments. You’ll work directly with customers and Sales to discover requirements, design solutions, demonstrate what’s possible and prove that it works. You’ll also turn what you learn into reusable demonstrations, collateral and solution guidance that helps scale the Expert Apps program. This is a hands-on technical pre-sales role. You should be as comfortable opening Postman, examining an API response, querying data or writing a quick Python or JavaScript script as you are leading a customer architecture discussion or presenting a solution to executives. As Expert Apps expands into AI agents and agentic solutions, you’ll also help customers identify valuable AI use cases and connect agents to the enterprise systems, APIs, data, knowledge and workflows required to get real work done. What You’ll Do Develop and maintain deep technical knowledge across the evolving Expert Apps portfolio, helping customers and sales teams identify the right solutions, understand how they fit together and determine when requirements fall outside existing capabilities. Lead discovery and turn complex business and technical requirements into practical solution architectures. Design solutions across Genesys Cloud, Expert Apps, APIs, enterprise applications, data platforms, cloud infrastructure and AI. Build and deliver compelling demonstrations, demo scripts, prototypes and POCs that clearly connect Expert Apps capabilities to customer use cases and business outcomes. Get hands-on with APIs, integrations, data and unfamiliar technologies to validate designs, troubleshoot issues and answer technical questions. Identify and shape AI and automation opportunities, including solutions involving agents, knowledge, tools, APIs and enterprise workflows. Partner directly with Product and Engineering to investigate requirements, determine feasibility, identify gaps and turn field learning into product improvements and new Expert Apps. Create reusable sales and technical enablement—including presentations, demo scripts, solution diagrams, technical guidance and discovery materials—that helps the broader sales organization effectively position and demonstrate Expert Apps. Help shape commercially viable solutions by considering licensing, implementation complexity, technical risk and customer value. What We’re Looking For 10+ years of experience in solution consulting, solution engineering, technical consulting, architecture or enterprise software pre-sales. Deep, hands-on Genesys Cloud experience is required , including its architecture, administration, integrations and APIs. Strong contact center and customer experience domain expertise. A broad technical foundation across APIs, integrations, cloud, authentication, enterprise applications and data, with the curiosity and ability to quickly learn unfamiliar technologies.