Sr. Principal Professional Services Consultant

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.

Overview: Drive the design and delivery of enterprise-scale customer experience solutions that directly shape how global organizations engage with their customers across voice, digital, and AI-powered channels. This role owns the end-to-end technical architecture and implementation strategy for complex Genesys deployments, influencing platform performance, scalability, and long-term business value. At Genesys, we are advancing customer experience through empathy and innovation, enabling organizations to deliver meaningful, connected interactions at scale. You will partner with senior stakeholders, guide cross-functional teams, and contribute to multi-cloud transformation initiatives that elevate both customer outcomes and operational efficiency, while gaining exposure to high-impact enterprise programs and emerging technologies. Location : Fully remote within US (not limited to that states that the job is tagged to) Key Responsibilities: Lead end-to-end architecture and delivery of Genesys customer experience solutions, ensuring scalable, resilient, and high-performing implementations Drive technical strategy and design across multi-cloud environments, enabling seamless integration of voice, digital, and AI-driven channels Facilitate customer workshops and discovery sessions to align business objectives with technical solutions and long-term transformation goals Influence cross-functional teams, including SMEs, product owners, and engineering, to deliver cohesive and high-quality project outcomes Define and oversee implementation standards, ensuring adherence to best practices in DevOps, CI/CD, and cloud-native architecture Identify project risks early and implement mitigation strategies that protect delivery timelines and customer satisfaction Mentor and guide technical consultants, strengthening team capability and driving consistent delivery excellence Optimize system performance and reliability by implementing high availability, disaster recovery, and zero-downtime deployment strategies Required Qualifications: Bachelor’s degree in Engineering, Information Technology, or a related field 8+ years of experience delivering complex enterprise software or cloud-based solutions Proven experience in customer-facing roles, including managing complex stakeholder relationships and challenging scenarios Strong expertise in cloud platforms such as AWS, Azure, or Google Cloud Deep understanding of containerization technologies including Docker and Kubernetes Solid experience with SIP, voice technologies, and omnichannel customer experience platforms Demonstrated ability to design and implement scalable architectures across distributed systems Strong analytical, problem-solving, and debugging skills in complex environments Experience with Agile methodologies and participation in iterative delivery models Excellent communication skills with the ability to engage both technical and business audiences effectively Preferred Qualifications: Experience with Genesys platforms, including Genesys Engage, Genesys Cloud, or multi-cloud deployments Knowledge of DevOps practices, including CI/CD pipelines, automation, and infrastructure as code Familiarity with Terraform, particularly within Genesys Cloud environments Experience with API management, networking concepts, and cloud security best practices Proficiency in programming or scripting languages such as Java, C#, or similar