Self Service & AI Implementation Principal 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 6,000 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: The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications (Virtual Agents), generative AI bots and Agentic Virtual Agents across all Genesys platforms. In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using inhouse Genesys bots as well as – Google, Amazon, and others. Services provided by the candidate will include software development and Architecture design, Integration consulting, Agile leadership, customer training, team education and owning end to end delivery. Key Responsibilities: In this role, the primary responsibilities will include (but are not limited to): Responsible for managing project initiatives of strategic importance to the organization. Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances. Work Independently, and with Genesys technical teams and business partners, to design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions, Virtual Agents, and Agentic Virtual Agents. Experience defining ASR grammars, and tuning process. Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers. Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography. Work with Product owner, Scrum master to drive user story creation and ownership for SS&AI owned epics for IVR, Routing and bots. Lead the SS&AI team delivery. Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary. Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support. Communicate within the global community respecting cultural, language and time zone variations. Demonstrate flexibility to adjust working hours to match customer and team interactions. Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures. Work independently to provide customer technical consulting services to help drive the determination of key deliverables, outcomes, code best practices, and deployments. Minimum Requirements: BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred. 10 + Years of experience with commercial IVR applications , Routing , Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus. 5+ Years of experience working with voice (and/or digital) bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills. Demonstrated Understanding of and experience with the effective use of Generative and Agentic AI tools . Demonstrated experience in a customer facing role and handled difficult customer situations and being a thought leader for effective client consulting. Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics. Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and help define and create new product features. Excellent verbal, writing skills and the ability to effectively interact with clients (business and technical audiences). Desirable Skills: Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation. Experience with Google Dialog flow and Amazon Lex. Genesys GCP or AWS certification. Bot and intent tuning. #LI-REMOTE Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $110,600.00 - $194,400.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 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 www.genesys.com . Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected] . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.