Senior Principal Consultant – Self-Service & AI Implementation

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee project initiatives that are strategically significant to the organization.

• Engage in customer workshops and design digital bot workflows utilizing Genesys products while adhering to design best practices.

• Design, develop, and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.

• Collaborate with team members and project managers to create development effort estimates.

• Lead the creation and ownership of user stories for SS&AI epics pertaining to IVR, routing, and bots.

• Direct the delivery of the SS&AI team.

• Present and showcase proposed digital bot solutions.

• Conduct knowledge transfer following engagements.

• Develop and execute test scripts for call flows and logic.

• Offer UAT and QA support using Genesys logs and reporting tools.

• Communicate effectively across a global community while being mindful of cultural, language, and time-zone differences.

• Provide insights to the product organization regarding APIs, products, documentation, and architectures.

• Offer technical consulting to customers on deliverables, outcomes, coding best practices, and deployments.

• Assist in addressing escalated customer issues.

• Travel as required.

⛳️ Requirements

• Preferred BS/MS/BA or equivalent in Computer Science, Engineering, or a related field.

• Over 10 years of experience with commercial Digital CCaaS applications, routing, bots, development tools, and advanced speech-recognition engines.

• Proficiency in additional programming languages such as PHP, Java, or C# is advantageous.

• More than 6 years of experience working with digital and/or voice bots on platforms like Google Dialogflow and Amazon Lex.

• Experience with webhook/fulfillment and development skills.

• Must be able to work during US hours.

• Proven understanding and effective use of generative and agentic AI tools.

• Customer-facing consulting experience, including managing challenging customer situations and acting as a thought leader.

• Knowledge of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.

• Capability to work independently under general guidance on new tasks.

• Initiative to help define and create new product features.

• Strong analytical programming and problem-solving abilities.

• Quick learner of new technologies and product features.

• Excellent verbal and written communication skills; effective interaction with business and technical clients in English is essential.

• Proficiency in other languages is a plus.

• Ability to effectively consult with clients and partners in a fast-paced environment with flexible schedules.

• Willingness to travel.

• Experience in designing, developing, and supporting agentic AI bots, including autonomous decision-making, tool integration, workflow orchestration, memory management, prompt engineering, and LLM-based conversational AI.

• Practical experience with Genesys Cloud, Architect, Dialog Engine, Composer, Designer, and Intelligent Automation.

• Familiarity with Google Dialogflow and Amazon Lex.

• Genesys GCP or AWS certification.

• Experience in bot and intent tuning.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Opportunities for development and career growth.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, learning programs, leadership development, and education support.