Senior Solutions Consultant

Be the one building AI-powered experiences where they matter most.
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.
This role supports the North America Strategic Accounts organization, serving a named portfolio of Genesys’ largest, most complex, and highest-profile enterprise customers.
Strategic Accounts is focused on expanding the Genesys footprint within these organizations by building trusted relationships with technology leaders, understanding their business and technical priorities, and helping them envision and execute transformational customer experience strategies.
Solutions Consultants within Strategic Accounts operate as trusted technical advisors and strategic partners to both customers and the account team. Success in this role requires a combination of deep technical expertise, strong business acumen, creativity, executive presence, and personal ownership of customer outcomes and revenue growth.
Successful Strategic Accounts Solutions Consultants demonstrate the following characteristics:
Deep technical expertise – Develop and maintain strong expertise in Genesys products, capabilities, and processes, and communicate that expertise confidently and passionately to both highly technical and executive audiences
Experience navigating complex enterprises – Demonstrate a proven track record of success working with large, complex organizations involving multiple stakeholders, technologies, business units, and decision-making processes
Curiosity and creative problem solving – Think beyond traditional approaches, ask thoughtful questions, and use creativity and resourcefulness to solve complex customer challenges
Ownership and urgency – Take accountability for advancing opportunities, removing technical barriers, and driving revenue growth within assigned accounts and across the broader Strategic Accounts portfolio
Strategic customer engagement – Build trusted relationships with technology owners, architects, and senior leaders, helping customers connect technology strategy to meaningful business outcomes
Collaborative leadership – Actively support peers, share knowledge and best practices, and contribute to the success of the broader Strategic Accounts organization
Role Overview
Shape how some of the world’s largest enterprises design and deliver AI-powered customer experiences by leading the strategy, architecture, and technical execution of complex transformation initiatives.
As a Strategic Accounts Solutions Consultant, you will work closely with customers and account teams to identify high-value opportunities, define a clear technical recommendation, and demonstrate how Genesys Cloud and advanced AI capabilities can deliver measurable business outcomes. You will help customers translate emerging technologies into practical, scalable solutions while maintaining a strong focus on experience orchestration, operational impact, and long-term architecture.
At Genesys, you will be part of a global leader in customer experience orchestration, helping organizations connect and optimize customer interactions through AI-driven insights, automation, and intelligent orchestration.
This is a highly visible role that combines strategic consulting, solution architecture, executive engagement, and hands-on technical innovation. You will operate with significant autonomy, navigate complex and sometimes ambiguous customer environments, lead pilots and prototypes, and help customers make confident technology decisions.
Key Responsibilities
Lead discovery engagements that uncover customer priorities, business challenges, technical constraints, and high-value transformation opportunities
Own the technical strategy and solution recommendation for assigned opportunities, translating complex requirements into clear architectures, business outcomes, and customer value
Build trusted relationships with enterprise architects, technology owners, engineering leaders, executives, and other key stakeholders across strategic accounts
Design AI-powered customer experience solutions, including conversational AI, agentic AI, intelligent orchestration, automation, and human-in-the-loop experiences
Develop and deliver compelling demonstrations, workshops, prototypes, and executive-level presentations that establish credibility and accelerate customer decision-making
Rapidly prototype and iterate solutions using prompt engineering, APIs, cloud services, and modern development practices to validate concepts and reduce technical uncertainty
Design scalable reference architectures that integrate Genesys Cloud with customer systems, cloud platforms, CRM applications, AI services, data sources, and third-party technologies
Lead technical pilots and proofs of concept from initial definition through execution, validation, and measurable outcomes
Drive alignment across business and technical stakeholders, identifying risks, challenging assumptions when appropriate, and providing a clear technical point of view
Partner closely with Account Executives and the broader account team to advance opportunities, remove technical barriers, and support growth within assigned strategic accounts
Collaborate with Genesys product and engineering teams by bringing forward customer requirements, evidence-based insights, architectural considerations, and opportunities for innovation
Develop reusable architectures, demonstrations, frameworks, and best practices that improve execution across the Strategic Accounts organization
Create high-quality technical and strategic documentation, including solution architectures, proposals, use cases, pilot plans, and technical recommendations
Contribute thought leadership through customer engagements, presentations, internal enablement, and industry discussions
Support peers and partners by sharing expertise, coaching on solution approaches, and helping raise technical capability across the broader team
Required Qualifications
Bachelor’s degree or equivalent practical experience, with 5+ years of experience in solutions consulting, sales engineering, solution architecture, or a similar customer-facing technical role
Proven experience working with large, complex enterprise customers and navigating multi-stakeholder technical decision processes
Strong understanding of AI concepts, including generative AI, agentic AI, large language models, and AI-native solution design
Hands-on experience applying prompt engineering techniques to real-world use cases
Ability to translate complex technical capabilities and architectures into clear business value and measurable outcomes
Experience designing customer journeys, workflows, conversational experiences, or automation within contact center, customer experience, or related enterprise environments
Strong technical foundation in APIs, integrations, cloud architectures, and modern application development practices
Experience with public cloud platforms such as AWS, Azure, or Google Cloud
Hands-on development or scripting experience using languages such as JavaScript, Python, or similar technologies
Ability to rapidly build prototypes and proof-of-concept solutions that integrate multiple technologies and data sources
Strong presentation, storytelling, and communication skills, with the ability to engage confidently with both deeply technical audiences and senior executives
Strong problem-solving skills and the ability to navigate ambiguity, competing priorities, and evolving customer requirements
Demonstrated ownership, initiative, and accountability for driving technical outcomes and advancing customer opportunities
Strong collaboration and influencing skills across sales, product, engineering, partners, and customer teams
Experience leading pilots, proofs of concept, or other complex technical initiatives from definition through completion
Preferred Qualifications
Hands-on experience with Genesys Cloud, including APIs, integrations, Architect, AI capabilities, or related platform services
Experience integrating enterprise platforms such as Salesforce, ServiceNow, AWS, Microsoft Azure, or similar technologies
Experience with Retrieval-Augmented Generation (RAG), large language model applications, and enterprise AI architectures
Familiarity with Model Context Protocol (MCP) and its application within AI solution architectures
Understanding of machine learning concepts, model behavior, evaluation techniques, and the limitations of AI systems
Exposure to advanced machine learning or statistical approaches, including Bayesian methods
Experience designing solutions within SaaS or cloud-based enterprise environments
Demonstrated thought leadership through customer presentations, published content, conference participation, internal enablement, or industry contributions
Experience influencing long-term enterprise architecture or technology strategy
Experience using AI-assisted development tools such as Cursor, GitHub Copilot, or similar technologies

Work arrangement
Yes