Senior Principal Solution Consultant

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Lead discovery sessions to identify customer priorities, business challenges, technical limitations, and opportunities for transformation.

• Take ownership of technical strategies and solution recommendations for designated opportunities.

• Convert complex requirements into architectures, business outcomes, and customer value propositions.

• Cultivate relationships with enterprise architects, technology owners, engineering leaders, executives, and essential stakeholders.

• Design AI-enhanced customer experience solutions, which include conversational AI, agentic AI, intelligent orchestration, automation, and human-in-the-loop interactions.

• Create and conduct demonstrations, workshops, prototypes, and presentations at the executive level.

• Quickly prototype and refine solutions utilizing prompt engineering, APIs, cloud services, and contemporary development methodologies.

• Develop 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 definition through execution, validation, and quantifiable results.

• Foster alignment among business and technical stakeholders; identify risks and question assumptions.

• Collaborate with Account Executives and account teams to progress opportunities, eliminate technical obstacles, and support growth initiatives.

• Work alongside product and engineering teams on customer requirements, architectural considerations, and innovation prospects.

• Create reusable architectures, demonstrations, frameworks, and best practices.

• Produce technical documentation, including solution architectures, proposals, use cases, pilot plans, and technical recommendations.

• Provide thought leadership through customer interactions, presentations, internal enablement, and industry engagement.

• Assist peers and partners by sharing expertise and mentoring on solution strategies.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 5 years of experience in solutions consulting, sales engineering, solution architecture, or a similar customer-facing technical role.

• Demonstrated experience working with large, complex enterprise customers and managing multi-stakeholder technical decision-making processes.

• Strong comprehension of generative AI, agentic AI, large language models, and AI-native solution design.

• Practical experience applying prompt engineering techniques to real-world scenarios.

• Ability to translate intricate technical capabilities and architectures into clear business value and measurable results.

• Experience in designing customer journeys, workflows, conversational experiences, or automation within contact centers, customer experience, or related enterprise environments.

• Robust technical foundation in APIs, integrations, cloud architectures, and modern application development practices.

• Familiarity with public cloud platforms like AWS, Azure, or Google Cloud.

• Hands-on development or scripting skills using JavaScript, Python, or similar technologies.

• Capability to swiftly create prototypes and proof-of-concept solutions that integrate various technologies and data sources.

• Excellent presentation, storytelling, and communication skills for technical audiences and senior executives.

• Strong problem-solving skills and the ability to navigate ambiguity, competing priorities, and changing customer requirements.

• Proven ownership, initiative, and accountability for driving technical outcomes and enhancing customer opportunities.

• Strong collaboration and influencing abilities across sales, product, engineering, partners, and customer teams.

• Experience leading pilots, proofs of concept, or other complex technical initiatives from inception to completion.

• Preferred: Hands-on experience with Genesys Cloud, including APIs, integrations, Architect, AI capabilities, or related platform services.

• Preferred: Experience integrating enterprise platforms such as Salesforce, ServiceNow, AWS, Microsoft Azure, or similar technologies.

• Preferred: Familiarity with RAG, large language model applications, and enterprise AI architectures.

• Preferred: Knowledge of Model Context Protocol (MCP).

• Preferred: Understanding of machine learning concepts, model behavior, evaluation techniques, and AI limitations.

• Preferred: Exposure to advanced machine learning or statistical methods, including Bayesian approaches.

• Preferred: Experience designing solutions within SaaS or cloud-based enterprise environments.

• Preferred: Thought leadership demonstrated through customer presentations, published content, conference participation, internal enablement, or industry contributions.

• Preferred: Experience influencing long-term enterprise architecture or technology strategy.

• Preferred: Experience with AI-assisted development tools like Cursor or GitHub Copilot.

• Preferred: Commitment to continuous learning in AI, cloud architecture, customer experience technologies, and emerging development practices.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and work from home opportunities.

• Development and career growth opportunities.

• Open Time Off.

• 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.