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The Senior Solutions Consultant will partner with sales teams to design AI-powered customer experience solutions, lead consultative sessions, and create scalable architectures, while engaging with enterprise clients and stakeholders across South Latin America.

Lead delivery and support of Genesys Cloud solutions for customers (primarily LATAM). Responsible for technical implementation from pre-sales scoping through build, integration, testing, training, go-live and post-go-live support. Acts as technical lead, troubleshoots complex issues, ensures PS standards, provides training and documentation, and collaborates with project managers and QA. Requires Spanish bilingual proficiency and maintains billable utilization targets.

Manage global expense management regarding payments, helpdesk support, and corporate cards. Drive improvements and lead a team while ensuring compliance and operational excellence.

Lead global digital localization strategy and operations: manage end-to-end translation workflows, vendor relationships, localization technologies (TMS/CMS/DAM), quality assurance, reporting, and cross-functional collaboration to scale culturally relevant multilingual experiences across websites, campaigns, emails, assets, and other digital touchpoints.

Lead strategic, high-touch customer success for enterprise SaaS accounts: build success plans, drive adoption, retention and expansion, run executive reviews, coordinate cross-functional teams, and translate technical solutions into business outcomes.

Design, build, and tune NLU models and agentic virtual agents on Genesys Cloud. Create and iterate prompts and evaluation frameworks, analyze conversation logs to identify failures, and implement data-driven improvements. Work with customers to gather requirements, present findings, and optimize production performance of LLM-driven interactions.

Serve as primary advisor for a portfolio of strategic enterprise accounts: drive adoption, retention and value realization through cross-functional orchestration, success plans, Quarterly Business Reviews, executive presentations, customer health monitoring, and proactive issue resolution.

Lead technical architect for complex Genesys Cloud engagements: design, configure, integrate and deploy AI-powered contact centre solutions. Collaborate with project managers, mentor teams, resolve engagement issues, recommend process improvements, and support knowledge sharing. Requires German and English fluency and ~25% travel.

Lead a portfolio of enterprise strategic accounts as primary customer contact. Drive adoption, retention, and advocacy through cross-functional coordination, executive reviews, success plans, health metric monitoring, and stakeholder management to deliver business value.

Design and execute UX solutions for digital channels (chat, messaging, email, social), collaborate with product and engineering, participate in discovery, communicate design rationale, and apply UX research to align user needs with product strategy.