Senior Principal Consultant – Self-Service & AI Implementation

🕒 August 4

🏄 California, Massachusetts, +2 more states – Remote

🏄 California – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $135.6k - $238.6k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Manage project initiatives of strategic importance to the organization • Participate in customer workshops and design digital bot flows using Genesys products and design best practices • Design, develop, and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents • Create development effort estimates with team and project managers • Drive user story creation and ownership for SS&AI epics covering IVR, routing, and bots • Lead SS&AI team delivery • Present and demonstrate proposed digital bot solutions • Perform knowledge transfer after engagements • Create and execute test scripts for call flows and logic • Provide UAT and QA support using Genesys logs and reporting tools • Communicate across the global community while respecting cultural, language, and time-zone variations • Provide feedback to product organization on APIs, products, documentation, and architectures • Provide customer technical consulting on deliverables, outcomes, coding best practices, and deployments • Assist with resolving escalated customer issues • Travel as needed

🎯 Requirements

• BS/MS/BA or equivalent in Computer Science, Engineering, or related field preferred • 10+ years of experience with commercial Digital CCaaS applications, routing, bots, development tools, and advanced speech-recognition engines • Additional computer languages such as PHP, Java, or C# are a plus • 6+ years of experience working with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex • Webhook/fulfillment experience and development skills • Must be able to work US hours • Demonstrated understanding and effective use of generative and agentic AI tools • Customer-facing consulting experience, including handling difficult customer situations and serving as a thought leader • Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics • Ability to work independently with general instructions on new assignments • Ability to take initiative and help define and create new product features • Solid analytical programming and problem-solving skills • Ability to learn new technologies and product features quickly • Excellent verbal and writing skills; effective interaction with business and technical clients in English is required • Similar capabilities in other languages are a plus • Ability to consult effectively with clients and partners in a fast-paced environment and flexible schedules • Willingness to travel • Experience designing, developing, and supporting agentic AI bots, including autonomous decision-making, tool integration, workflow orchestration, memory management, prompt engineering, and LLM-based conversational AI • Practical experience with Genesys Cloud, Architect, Dialog Engine, Composer, Designer, and Intelligent Automation • Experience with Google Dialogflow and Amazon Lex • Genesys GCP or AWS certification • Bot and intent tuning

🏖️ 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 • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support