Senior Principal Consultant - Expert Apps

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.
• Hands-on ability with REST APIs and tools such as Postman, plus working knowledge of JSON, SQL and scripting using Python or JavaScript.
• Practical experience with AI, generative AI or agentic AI solutions, with an understanding of conversational AI, agents, knowledge, tool/API integration and workflow orchestration.
• Strong knowledge of enterprise security, privacy and data governance, and the ability to incorporate these requirements into enterprise solution designs.
• Demonstrated ability to lead technical discovery, design solutions and demonstrate complex technology to enterprise customers.
• Demonstrated ability to create high-quality customer-facing presentations, solution diagrams, demonstrations and other technical sales collateral.

Preferred Qualifications

• Experience with AI-powered customer experience solutions, conversational AI, virtual agents or agentic AI.
• Experience with AWS, Azure or other major cloud platforms.
• Experience with enterprise CRM, data, knowledge or industry platforms.
• Experience in industries such as financial services, insurance, healthcare, retail or the public sector.

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After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.