Senior Principal Professional Services Consultant

Join Genesys, a leader in empowering organizations to enhance customer and employee experiences through innovative solutions. Our AI-powered Experience Orchestration platform, Genesys Cloud, allows businesses to grow by providing personalized, empathetic interactions that drive loyalty and operational efficiency. As a Senior Principal Professional Services Consultant, you will collaborate with clients to design, build, and implement cutting-edge contact center solutions using Genesys Cloud. This position merges technical expertise with a consultative approach to align customer aspirations with Genesys' vision and best practices. You will lead project delivery by offering architectural guidance, building customer trust, and ensuring the seamless integration of Genesys technologies. Your role will form part of our North America Professional Services team, supporting clients through transformative technology journeys within Genesys Cloud. Key Responsibilities Act as the primary technical architect for intricate Genesys Cloud projects, ensuring top-quality solutions for enterprise and strategic clients. Configure, integrate, and implement Genesys Cloud solutions in line with Professional Services standards. Work closely with Project Managers to establish project scope, deliverables, and timelines. Execute project plans meticulously and validate test plans to ensure successful deployment. Provide technical mentorship and training to internal teams and customers. Proactively identify and resolve project-related challenges, escalating issues as necessary. Support customer escalations with on-site or remote assistance. Suggest process improvements to boost efficiency and quality of service delivery. Maintain at least 70% utilization on billable projects while committing to service excellence. Engage in knowledge sharing and continuous improvement initiatives within the Professional Services organization. Minimum Qualifications Bachelor's degree in Computer Science, Telecommunications, Computer Engineering, or a related field (or equivalent technical experience). 10+ years of relevant experience, including at least 3 years working with Genesys Cloud solutions. Strong proficiency in Amazon Web Services (AWS). Hands-on experience with application development using APIs, JSON, and JavaScript. Exceptional communication skills to convey complex technical concepts effectively. Familiarity with diagnostic tools like Wireshark, Microsoft Visio, and the Microsoft Office Suite. Highly Desired Technical Skills Expertise in Genesys Cloud Edge, AudioCodes, and IP Telephony systems. Knowledge of networking technologies such as Cisco and Juniper. Experience with cloud deployment methodologies and change control. Business and Soft Skills Ability to lead extensive, fast-paced technical projects successfully. Strong communication and organizational skills, including effective escalation management. Customer-focused mindset with exceptional problem-solving abilities. Effective time management skills, capable of functioning independently or within a collaborative team. Willingness to travel occasionally (approximately 25%), including potential international engagements. Compensation We offer a competitive salary, with a base range from $110,600.00 to $194,400.00. Actual salaries will reflect skills, qualifications, and location. Potential commission or performance-based bonuses may also apply. Benefits Medical, Dental, and Vision Insurance. Telehealth services. Flexible work schedules with opportunities to work from home. Career development and growth opportunities. Open Time Off policy in addition to 10 paid holidays. 401(k) matching program. Adoption Assistance. Fertility support services. If a Genesys employee referred you, please utilize the link they sent you to apply. About Genesys Genesys empowers over 8,000 organizations worldwide to enhance customer and employee experiences. With AI at its core, our Genesys Cloud platform connects people, systems, data, and AI across enterprises, driving loyalty, growth, and increased operational efficiency. To learn more, visit our website. Reasonable Accommodations If you require reasonable accommodations during the application process or need assistance accessing online application materials, please contact us for support. Genesys is proud to be an equal opportunity employer, committed to creating a diverse and inclusive workplace. We consider qualified applicants without regard to race, color, age, religion, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, military or veteran status, and any other protected characteristic. Please be aware that our recruiters will never ask for sensitive personal or financial information during the application stage. J-18808-Ljbffr