Principal 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.

Principal Professional Services Consultant

Location: Germany (Hybrid/Remote)

Shape the Future of Customer Experience with AI

At Genesys, we're redefining how organizations connect with their customers. Through the power of AI, cloud technology, and experience orchestration, we help leading brands create more personalized, empathetic, and impactful customer journeys.

We're looking for a Principal Professional Services Consultant to join our EMEA Professional Services team and play a pivotal role in delivering transformational customer experience solutions. In this highly visible role, you'll work with some of the world's most innovative organizations, guiding them through complex digital transformation initiatives and helping them unlock the full value of Genesys Cloud™.

This is an opportunity for a seasoned consultant, architect, or technical leader who thrives at the intersection of customer engagement, cloud technology, and AI innovation.

What You'll Do

As a trusted advisor and lead solution architect, you'll partner closely with enterprise and strategic customers to design, implement, and optimize next-generation contact center and AI-powered customer experience solutions.

You will:

• Lead the architecture, design, and delivery of complex Genesys Cloud implementations for enterprise customers across multiple industries
• Serve as the primary technical authority throughout customer engagements, ensuring solutions align with business objectives, industry best practices, and Genesys strategic recommendations
• Configure, integrate, and deploy Genesys Cloud solutions while driving exceptional delivery quality and customer outcomes
• Collaborate with Project Managers, stakeholders, and customer leadership teams to define project scope, architecture, timelines, and success criteria
• Design scalable integrations with customer ecosystems, leveraging APIs, cloud-native services, and automation frameworks
• Act as a strategic advisor to customers, helping them adopt emerging technologies including AI-powered self-service, agent assist, conversational AI, analytics, and experience orchestration
• Mentor consultants and technical teams, contributing to capability development and delivery excellence across the Professional Services organization
• Proactively identify technical and project risks, providing recommendations and mitigation strategies to ensure successful outcomes
• Contribute to continuous improvement initiatives, knowledge sharing, and the evolution of Professional Services delivery methodologies

What Makes This Role Exciting

• Work on some of the most innovative customer experience and AI transformation projects in EMEA
• Influence the architecture and success of large-scale enterprise deployments
• Partner directly with executive stakeholders and technical leaders
• Be at the forefront of AI-driven customer engagement technologies
• Join a collaborative global team that values innovation, expertise, and continuous learning
• Help shape the future of customer and employee experiences through industry-leading cloud technology

What You'll Bring

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience)
• 8+ years of professional consulting, solution architecture, or technical delivery experience
• At least 3 years of experience working with Genesys Cloud or comparable customer experience, contact center, CRM, or AI orchestration platforms such as:
  • Google CCAI
  • Salesforce
  • Microsoft Dynamics
  • NICE CXone
  • Amazon Connect
  • ServiceNow
  • Similar enterprise CX platforms
• Strong understanding of modern cloud architectures and services, with AWS experience highly preferred
• Proven ability to communicate complex technical concepts to both technical and business audiences
• Experience creating architecture documentation, technical designs, and executive presentations using tools such as Lucidchart, Microsoft Visio, and PowerPoint
• Fluent in both German and English, with excellent written and verbal communication skills

Preferred Technical Expertise

Experience in one or more of the following areas is highly valued:

• AI-powered customer experience solutions, including:
  • Conversational AI
  • Voicebots and chatbots
  • Agent Assist and Copilot technologies
  • Agentic AI
  • AI-driven analytics and insights
• Application integration and development using:
  • REST APIs
  • JSON
  • JavaScript
  • Event-driven architectures
• Cloud-native design and integration patterns
• DevOps practices, CI/CD pipelines, and automation frameworks
• Enterprise solution architecture and systems integration

Success in This Role

You are someone who:

• Builds credibility quickly and earns the trust of customers and stakeholders
• Can confidently lead technical discussions and challenge assumptions when needed
• Thrives in complex, fast-moving environments
• Combines strong technical expertise with business acumen
• Is passionate about delivering measurable customer outcomes
• Enjoys mentoring others and elevating team performance
• Approaches problems with curiosity, creativity, and a solutions-focused mindset

Travel

This role includes occasional travel (approximately 25%), including international customer engagements across the EMEA region.

Our Benefits

• Attractive company pension scheme with employer contributions
• Additional time off including Free Fridays in August and one additional day off in October
• Access to BrightPlan, our financial wellness benefit, providing personalized guidance and tools to help you achieve your financial goals
• Access to Lyra Health, a confidential and anonymous wellbeing benefit offering professional support
• Learning, development, and career growth opportunities in a global and innovative organization
• A people-first culture recognized as a Great Place to Work® in Germany

Why Genesys?

Genesys powers more than 70 billion customer experiences each year for organizations in over 100 countries. We believe great customer experiences start with great employee experiences, which is why we foster a culture built on empathy, innovation, flexibility, and growth.

When you join Genesys, you'll have the opportunity to work with cutting-edge AI technologies, collaborate with talented colleagues around the world, and make a meaningful impact on how businesses connect with their customers every day.

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

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:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

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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.