Principal Solution Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Principal Solution Consultant

This role opens up opportunities for applicants based in Sydney, Brisbane or Canberra.

As part of the ANZ Solution Consulting team this role requires active engagement in presales work across the Genesys Cloud Solutions. As a Principal Solution Consultant, you will work closely with the regional Sales, Presales, and partner community to drive new business addressing any business value & technical questions raised throughout the sales process.

The Principal Solution Consultant also works with Genesys customers to perform detailed discovery, facilitate AI Powered Experience Orchestration Demos, respond to RFx’s, and ultimately work towards winning over prospective customers by showcasing Genesys unique value in the context of their business and technical needs. The Principal Solution Consultant works in a consultative fashion to understand customer needs (technical & functional) and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.

Further to this the Solutions Consultants work with our partners to help them with their sales pursuits along with participating in enablement activities.

What You’ll Do:

In this role, the primary responsibilities include (but are not limited to):

• Walk our customers through Genesys solutions via demos, workshops, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators. 

• Demonstrating the art-of-the possible in the Genesys Solution that closely matches the future state customer experience vision of the stakeholders the candidate works with.

• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.

• Using a service design methodology, the Solution Consultant uncovers gaps in the customer experience (CX) and develops Genesys Cloud solutions to close these gaps.  To do this the Solution Consultant works with the customer to co-create solutions to bridge the CX gaps

• Brings a unique perspective in matching Genesys solutions to customer requirements

• Uncover business challenges and articulate solutions through Genesys’s consultative process

• Create professional solution design diagrams with the associated assumptions and sizing calculations

• Develop and deliver custom demos tailored to prospects needs.

• Assist with trials and proof of concepts (POC)

• Assist partners with their sales pursuits and when required enablement activities

• Respond to customer RFx’s

• Lead or participate in a specialist Champion Team

You’ve been there and done this…

• Ideally a minimum of 8 years of related experience with a Bachelor degree

• Interpersonal communication, polished verbal and written communication

• Ability to work in a fast-paced, cross-functional team environment and able to multitask, prioritize and be detail-oriented

• Have the technological know-how of IT-concepts, software-standards as well as database and networking technologies.

• Technical knowledge covering associated Contact Center technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement or PCI-compliance. 

• Technical knowledge in some of the following areas, such as VOIP, SIP, RTP, Messaging, Carrier Services, Infrastructure, Networking or Security.

• Familiarity with cloud platforms (Amazon Web Services). 

• Familiarity with Natural Language Understanding (Amazon Lex, Google Dialog Flow, Nuance).

• Refined presentation skills showcasing presence and gravitas and be able to facilitate workshops towards successful conclusions. 

• You will be outgoing, energetic & passionate about our solutions, you’ll be comfortable in articulating our solutions and convincing decision makers, and to raise the bar for partners to perform to the same high standard.

• Experience documenting technical artifacts (including storyboards, demos narratives, use cases) and building presentations promoting and explaining the created assets

Desirable Criteria

• Hands on experience with the REST API’s (Application Programming Interface) integrations, methodologies, and benefits.

• Programming Languages: JavaScript, Python

• Hands on AWS, Salesforce, ServiceNow

• Infrastructure as Code: CloudFormation & Terraform

• Cloud or SaaS based software Sales.

• Understanding the fundamentals of Computing, such as completing a Technology Degree, or undertaking certifications relevant to Cloud, SaaS, or XCaaS.

• Project Management

Experience with:

• Agentic AI

• Generative AI

• Prompt Engineering

• RAG

• Chain of thought – COT

• Large Language Models

• Concepts of LLM’s and how they are used

• Machine learning concepts (how they work)

• Basic - Random Forrest

• Nice to understand more complex ML like Bayesian

Work Context

• Communicates regularly with customers, colleagues and management

• Uses computer frequently

• Travels to customer and business meeting sites as required

• Ability to travel within and outside of territory to customer and business meeting sites, including international locations

When it comes to people, the right fit at Genesys is someone with charisma and a ‘likeability factor’ who is determined to succeed, highly motivated to meet and exceed annual sales goals and willing to be coached for continuous growth and development. Genesys offers you an environment to deliver and be successful by being part of a strong salesforce committed to delivering success.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.