Principal Professional Services Consultant

As a Principal PS Consultant, you will partner with customers to design, build, and deliver innovative contact centre and AI-powered experience orchestration solutions with Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies., * Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers

• Configure, integrate, and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards
• Collaborate with Project Managers to define project scope, deliverables, and timelines
• Provide technical mentorship and training to internal teams and customers
• Identify and resolve engagement-related challenges proactively, escalating issues when appropriate
• Recommend process improvements to enhance efficiency and delivery quality
• Participate in knowledge sharing and improvement initiatives within the Professional Services organization, * 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.

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.

• Bachelor’s degree in Computer Science or related field (or equivalent technical experience)
• 8+ years of relevant professional consulting experience, including at least 3 years with Genesys Cloud solutions or similar CX, CRM, or AI orchestration platforms (e.g., Google CCAI, Salesforce, Microsoft, NICE CXone, Verint, AWS Connect, ServiceNow, or similar).
• Advanced understanding of modern cloud concepts and architectures (Amazon Web Services is preferred)
• Proven ability to communicate complex technical concepts clearly and effectively
• Good experience with diagramming and presentation tools such as LucidChart, Microsoft Visio, and Microsoft PowerPoint
• Must be fluent in German and English (written and spoken)

Highly Desired Technical Skills:

• Experience designing or implementing AI-powered customer solutions such as Voicebots, chatbots, co-pilots, Agentic AI, AI-driven analytics solutions etc.
• Hands-on experience with application development using APIs, JSON, and JavaScript
• Understanding of DevOps principles and CI/CD pipelining tools

Business and Soft Skills:

• Demonstrated ability to lead large-scale, fast-paced technical projects
• Strong written and verbal communication, including escalation management
• Able to lead and challenge customers as needed to guide/influence solution direction
• Business-outcome focused mindset with strong problem-solving and organizational skills
• Ability to manage time effectively and work independently or in collaborative team environments
• Occasional travel (approximately 25%), including international engagements

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day., At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers.

This position is part of the EMEA Professional Services organization, supporting customers through their technology journey and transformation within Genesys Cloud., Working at Genesys

• AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report., 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.