Principal PS Consultant

Principal Professional Services Consultant

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
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.