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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Self-Service & AI Implementation Senior Principal Consultant - **Company:** Genesys Telecommunications Laboratories, Inc. - **Location:** Virginia Beach, VA, United States (Remote available) - **Experience:** Expert - **Salary:** $135,600.0 - $238,600.0 - **Contract:** Permanent contract - **Skills:** Java (Programming Language), PHP (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Applications Architecture, C Sharp (Programming Language), Computer Programming, Programming Tools, Memory Management, Routing, Scrum Methodology, Software Engineering, Speech Recognition, Web Applications, Workflow Management Systems, Genesys, Large Language Models, Prompt Engineering, Test Scripts, Caching, Generative AI, Kubernetes, Information Technology, Bots, Virtual Agents, Amazon Lex, Programming Languages - **Published:** August 6, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17831489?backUrl=%2Fcareer%2F17831489%2FSelf-Service-Ai-Implementation-Senior-Principal-Consultant-Virginia-Virginia-Beach ## About the Role * BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred. * 10 + Years of experience with commercial Digital CCaaS 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. * 6+ Years of experience working with digital (and/or voice) bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills. * Must be able to work US hours. * 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. * Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features. * Excellent verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus. * Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners. * Willingness to travel. Desirable Skills: * Demonstrated 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 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. ## Description 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 digital 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 in house 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., 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 digital bot 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 routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents. * 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 digital bot 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., * 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. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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, visitwww.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 reasonable.accommodations@genesys.com. 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. 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