Senior PS 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.

Job Summary:
The SS and AI (Self Service and Artificial Intelligence) team is a global Professional Services organization responsible for designing, developing, and delivering highly customized self-service IVR and AI-driven bot solutions across the Genesys platform ecosystem. As a Self-Service Architect, you will lead the architecture and delivery of advanced IVR, voicebot, and routing solutions that transform customer experiences through intelligent automation. You will collaborate closely with customers, sales teams, and cross-functional Agile teams to translate business requirements into scalable, high-impact technical solutions. At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. Joining Genesys means becoming part of a team that is redefining how organizations engage with their customers at scale.

Responsibilities:

• Lead presales and discovery engagements to understand customer objectives and define scalable self-service solutions.
• Facilitate customer workshops to design IVR and AI-driven bot architectures aligned with business and technical requirements.
• Architect, design, and develop IVR, routing, and bot applications using Genesys Cloud, Composer, Designer, and Intelligent Automation.
• Integrate third-party platforms such as Google Dialogflow, Amazon Lex, and Nuance Mix with Genesys environments.
• Develop solutions spanning DTMF, speech recognition, natural language understanding, and predictive routing capabilities.
• Estimate development effort and collaborate with sales and project leadership to define scope and delivery timelines.
• Drive Agile delivery by partnering with Product Owners and Scrum Masters to define and own user stories and epics.
• Present solution designs and conduct knowledge transfer sessions at project completion.
• Collaborate across global teams while adapting to time zone and cultural differences.
• Provide feedback to product teams on APIs, architecture, and platform enhancements to improve solution delivery.

Qualifications:

• Demonstrate flexibility to work in North America shift hours (up to 3 PM EST or 1:30 AM IST) as required.
• Possess 5 or more years of experience in software development or Professional Services in a technical leadership capacity.
• Hold a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical discipline.
• Demonstrate 5 or more years of experience designing and delivering commercial IVR and routing applications.
• Demonstrate 3 or more years of experience developing bots, including voicebots and speech-enabled solutions.
• Exhibit strong expertise in IVR and bot architectures, including telephony, ASR engines, caching, prompt management, web services integration, and operational diagnostics.
• Demonstrate experience in customer-facing roles and the ability to manage complex stakeholder interactions.
• Apply strong analytical, programming, and problem-solving skills to complex technical challenges.
• Communicate effectively in English with both business and technical stakeholders.
• Demonstrate willingness to travel domestically and internationally as required.

Preferred Qualifications:

• Collaborate effectively with VUI designers and interaction design specialists.
• Work closely with speech scientists on grammar and speech model development.
• Demonstrate hands-on experience deploying Genesys Cloud solutions in enterprise environments.
• Hold GCP or AWS certification.

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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, visit www.genesys.com.

Reasonable Accommodations:

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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.