Senior Solution Architect

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

The role of this position is to assist the direct, vertical, geographic, and channel account teams in selling Genesys Cloud CX, providing broad and deep expertise in technology to allow our customers to deliver on our Experience as a Service vision. This role requires in-depth technical knowledge of a wide solution set of Genesys Cloud solutions and cloud technologies. The role will be brought in by the account team (AE/SC) to address technical deep-dives, integration complexities, networking/telephony architecture consulting, whiteboarding sessions, highly customized demonstrations, and the overall positioning of our services versus our competitors for our customers and prospects. This individual should be seen as the expert in the room and will be responsible for enabling the Solution Consulting team to scale our organization.

Responsibilities

In this role, the primary responsibilities will include (but are not limited to):

• Subject matter expert on Genesys solutions.
• Articulate corporate messaging and solutions through presentations, demonstrations, and open discussions with customers and partners. 
• Lead technical, business, and architectural discussions with customers, account teams, and with the SCO
• Provide training and enablement content for the global presales organization.
• Continuously drive innovation through the development of CX Cloud blueprints and accelerators.
• Assist in gathering information and requirements from customers and partners to formulate architectures around supported solutions.
• Respond to RFI/RFPs questions on supported solutions.
• Serve as a technical escalation point for the field SC’s.
• Remain current with industry trends.
• Participate in trade shows and other marketing activities.
• Responsible for providing reports for management review.
• Engage with Product Management to influence solution direction.
• Act as a Beta tester for all new Cloud solutions coming to the market. This includes providing feedback to the Product teams not only during testing but also on how the offer could be improved.
• Ability to design and execute training seminars for internal and external personnel.
• Be recognized as a trusted advisor
• Provide mentoring to SCO, accounts team, and peers when possible

Qualifications/Skills Required and Preferred

• 8+ years of Contact Center industry experience, with a minimum of 5 years in a solutions engineering/technical services/sales position.
• Prior experience with Genesys Cloud
• Prior experience with AI technologies and frameworks (machine learning, GenAI, large language models, prompt engineering)
• Ability to facilitate sales, with emphasis on the technical aspect.
• Ability to address complex technical and selling situations with proposed resolutions.
• Ability to work effectively, independently, and with team members to add value.
• Be viewed as the “go-to” person
• Ability to train at various levels (internal & external, business and technical).
• Willingness to travel approximately 50% of the time.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$119,350.00 - $234,250.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.