Senior Solution Consultant

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

At Genesys, we are redefining how organizations engage with their customers by evolving beyond traditional CCaaS into an AI-First Experience Orchestration platform. We help organizations create empathetic, contextual and outcome-driven customer experiences by combining cloud technology, artificial intelligence and intelligent orchestration.
 

We are looking for a Senior Solutions Consultant to join our pre-sales organization in Mexico and partner with enterprise customers as they modernize and transform their Customer Experience (CX) strategies.
 

As a Senior Solutions Consultant, you will act as a strategic and technical advisor to enterprise customers throughout the sales cycle. Working closely with Account Executives, customers, partners and internal teams, you will uncover business and operational challenges, translate them into compelling CX strategies and design scalable solutions powered by Genesys Cloud and AI.
 

This role requires someone who can comfortably move between business conversations and technical solution design—from engaging C-level stakeholders around transformation priorities and business outcomes to collaborating with technical teams on integrations, cloud architecture and solution feasibility.

You will also play an important role in advancing Genesys' AI-First Experience Orchestration strategy in Mexico, helping customers understand how capabilities such as Generative AI, Agentic AI, intelligent automation, copilots and predictive technologies can transform customer and employee experiences.
 

What You Will Do

• Lead Consultative Discovery: Engage enterprise customers to understand their business priorities, operational challenges, customer journeys and desired outcomes, translating those insights into differentiated CX solutions.

• Design AI-First CX Solutions: Develop and position scalable Genesys Cloud solutions that combine customer experience orchestration, digital channels, automation, AI and enterprise integrations.

• Advise on AI Transformation: Help customers identify and prioritize practical AI use cases across the customer journey, including Generative AI, virtual agents, Agentic AI, agent assistance, intelligent self-service and predictive capabilities.

• Serve as a Trusted Advisor: Build credibility with business leaders, technical stakeholders and C-level executives by connecting technology capabilities with business strategy and measurable outcomes.

• Deliver Executive Presentations and Demonstrations: Create compelling solution narratives, demonstrations, workshops and proof-of-concept experiences tailored to both executive and technical audiences.

• Architect Enterprise Solutions: Collaborate with customers and internal technical teams to design cloud-based architectures and integrations involving APIs, CRM, WFM, digital channels, AI capabilities and third-party platforms.

• Support Complex Enterprise Opportunities: Partner closely with Account Executives throughout the sales cycle, providing technical strategy, competitive positioning and solution guidance for complex opportunities.

• Lead RFx and Technical Evaluation Processes: Contribute to RFPs, RFIs and technical evaluations by articulating Genesys' differentiated value and designing solutions aligned with customer requirements.

• Develop Business Value: Help customers understand the operational and financial impact of transformation initiatives by connecting proposed solutions with efficiency, customer satisfaction, revenue and other business outcomes.

• Collaborate Across the Organization: Work closely with Sales, Product, Professional Services, Customer Success, Partners and other regional and global teams to deliver a consistent customer strategy.

• Support the Mexico Solution Consulting Community: Share knowledge, best practices and market insights while providing guidance and coaching to less experienced members of the Solution Consulting organization.
   

What We’re Looking For

• 5+ years of experience in enterprise pre-sales, Solution Consulting, Sales Engineering, Solution Architecture or a similar customer-facing technology role.

• Demonstrated experience working with enterprise customers, ideally within SaaS, cloud technology, Customer Experience, Contact Center, CPaaS or related enterprise technology environments.

• Strong consultative skills and experience conducting customer discovery, understanding business challenges and translating requirements into technology solutions.

• Experience presenting and communicating with stakeholders across multiple levels of an organization, including senior executives and C-level decision-makers.

• Strong understanding of Customer Experience, digital customer engagement, cloud contact center technologies or customer journey orchestration.

• Good understanding of modern AI capabilities, including Generative AI, conversational AI, Agentic AI, intelligent automation and their application to customer and employee experiences.

• Ability to understand and discuss enterprise technology architectures, including cloud platforms, APIs, integrations and third-party ecosystems.

• Strong business acumen with the ability to connect technology capabilities to business outcomes, operational impact and strategic value.

• Experience working cross-functionally with Sales, Product, Engineering, Customer Success, Professional Services or similar teams.

• Excellent presentation, storytelling, communication and relationship-building skills.

• Ability to operate effectively in complex enterprise sales environments and manage multiple stakeholders and priorities.

• Professional fluency in English

• Strong understanding of the Mexican enterprise market and business environment.
   

Preferred Background

Candidates may come from a variety of backgrounds. Particularly relevant experience could include:

• Enterprise Solution Consulting or Sales Engineering

• CX / Contact Center / CCaaS

• CPaaS or Digital Communications

• Enterprise SaaS or Cloud Platforms

• Conversational AI or Customer Service AI

• Customer Experience Transformation

• Business Development combined with strong technical exposure

• Product, Customer Success or implementation experience combined with enterprise pre-sales
   

What Success Looks Like

The successful candidate will be able to build trusted relationships with enterprise customers, uncover complex CX challenges and translate them into differentiated solutions that combine business value, cloud architecture and AI-driven innovation.

They will be equally comfortable discussing transformation strategy with an executive, conducting discovery with business teams, collaborating with architects on integrations and demonstrating how Genesys can help organizations move toward an AI-first customer experience operating model.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—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.