Location: Massachusetts, USA | Texas, USA
Type: Full-Time
Posted: 30+ Days Ago
Join the Future of AI-Powered Customer Experience at Genesys
At Genesys, we don’t just create customer experiences—we redefine them. With our AI-powered Experience Orchestration platform, we enable businesses to scale personalized, empathetic experiences across all channels. If you’re passionate about Self-Service (SS), AI, and IVR technologies, then come be a part of our transformative team.
As a Sr. Principal Professional Services Consultant, you’ll help lead cutting-edge AI-driven bot applications and Self-service IVR solutions for some of the world’s most forward-thinking organizations. You’ll work with the latest technologies, including Google Dialogflow, Amazon Lex, and Genesys’ own bots, to ensure that the customer experience is not only great but revolutionary.
What You’ll Do
???? Lead AI & IVR Projects: Spearhead initiatives with strategic importance, overseeing the design, development, and testing of AI bots, IVRs, and routing applications for optimal customer experiences.
???? Collaborate Across Teams: Work with an interdisciplinary group, including Genesys technical teams, UI designers, and business partners, to design the next-generation customer service solutions.
???? Hands-On Development: Dive deep into technical work, managing ASR grammars, bot intent tuning, and integrating advanced Natural Language Understanding (NLU) into IVR applications.
???? Customer-Facing Leadership: Lead customer workshops, presenting and demonstrating IVR solutions, and offering training to ensure seamless handovers upon project completion.
???? Strategic Guidance & Mentorship: Act as a thought leader, mentoring team members and driving operational plans to achieve company goals and meet customer needs.
???? Innovate for the Future: Utilize your expertise in AI tools like Dialogflow, Lex, and Genesys tools to push the boundaries of customer experience and self-service technology.
What We’re Looking For
???? Experience: 12+ years of leadership in software development and professional services projects, especially with IVR, bots, and AI-driven applications.
????????? Bot Expertise: At least 5 years of experience developing AI bots on platforms like Google Dialogflow or Amazon Lex, including webhook and fulfillment integration.
???? Customer-Facing Excellence: Demonstrated experience in handling complex customer situations with top-tier communication and problem-solving skills.
?? Tech Savvy: In-depth knowledge of IVR architecture, ASR, Telephony systems, Speech Applications, and web service integrations. Proficiency in programming languages like PHP, Java, or C# is a plus!
???? Agile Expertise: 5+ years working within Agile environments with an understanding of Scrum methodology and tools like Genesys Cloud, Dialog Engine, and Composer.
???? Leadership: A visionary who thrives on working independently and guiding teams towards innovative solutions with confidence and flexibility.
???? Global Experience: Willingness to adapt to varied working hours and travel (up to 25%) to support customers and internal teams.
Why Genesys?
???? Cutting-Edge Technology: Work with the latest AI technologies, and play a key role in shaping the future of customer experience globally.
???? Competitive Salary & Benefits:
- Base salary range: $128,400 – $238,600
- Bonus or performance-based incentives
- Comprehensive benefits: Medical, dental, vision, telehealth, 401(k) matching, adoption assistance, fertility treatments, and much more!
???? Career Growth: At Genesys, we are committed to your professional development, offering continuous learning opportunities to foster your career growth.
???? Work-Life Flexibility: Enjoy flexible schedules and opportunities to work from home while balancing your personal and professional life.
How to Apply
Ready to lead the charge in AI-driven customer experience? Apply today and transform how the world experiences customer service!
