Principal Professional Services Consultant

Genesys • Full-time • Madrid (Flexible), Spain • 1m ago

Why This Job is Featured on The SaaS Jobs

This Principal Professional Services Consultant role sits at a core SaaS inflection point: translating a multi-tenant cloud platform into real operational change for customers. In the Genesys Cloud ecosystem, Professional Services is where product capabilities, customer experience design, and enterprise constraints meet, especially as contact centre programmes incorporate AI-driven orchestration, analytics, and integrations across existing systems.

For a SaaS career, the work builds durable skills in cloud solution architecture and delivery governance that travel well across platforms. Leading complex implementations sharpens the ability to design for scale, reliability, and maintainability while balancing stakeholder expectations and adoption realities. The emphasis on APIs, integration patterns, and DevOps concepts also reinforces the technical literacy increasingly expected of senior SaaS-facing consultants and architects, even when the role remains consultative rather than purely engineering-led.

This position is best suited to professionals who prefer being accountable for end-to-end outcomes across discovery, design, and delivery, and who enjoy influencing technical direction with customers. It will appeal to those comfortable operating as a senior escalation point, mentoring others, and communicating architecture decisions clearly in multilingual, cross-functional settings.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

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.

As a Principal PS Consultant, you will partner with customers to design, build, and deliver innovative contact centre and AI-powered experience orchestration solutions with Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies.

At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers.

This position is part of the EMEA Professional Services organization, supporting customers through their technology journey and transformation within Genesys Cloud.

Key Responsibilities:

Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers.
Configure, integrate, and deploy Genesys Cloud solutions in accordance with Professional Services implementation standards
Collaborate with Project Managers to define project scope, deliverables, and timelines.
Provide technical mentorship and training to internal teams and customers.
Identify and resolve engagement-related challenges proactively, escalating issues when appropriate.
Recommend process improvements to enhance efficiency and delivery quality.
Participate in knowledge sharing and improvement initiatives within the Professional Services organization.

Minimum Qualifications:

Bachelor’s degree in Computer Science or related field (or equivalent technical experience).
8+ years of relevant professional consulting experience, including at least 3 years with Genesys Cloud solutions or similar CX, CRM, or AI orchestration platforms (e.g., Google CCAI, Salesforce, Microsoft, NICE CXone, Verint Cloud Platform, Avaya Cloud, AWS Connect, ServiceNow, or similar).
Advanced understanding of modern cloud concepts and architectures (Amazon Web Services is preferred).
Proven ability to communicate complex technical concepts clearly and effectively.
Good experience with diagramming and presentation tools such as LucidChart, Microsoft Visio, and Microsoft PowerPoint.
Must be fluent in Spanish, English (written and spoken) and desirable in German.

Highly Desired Technical Skills:

Experience designing or implementing AI-powered customer solutions such as Voicebots, chatbots, co-pilots, Agentic AI, AI-driven analytics solutions etc.
Hands-on experience with application development using APIs, JSON, and JavaScript.
Understanding of DevOps principles and CI/CD pipelining tools.

Business and Soft Skills:

Demonstrated ability to lead large-scale, fast-paced technical projects.
Strong written and verbal communication, including escalation management.
Able to lead and challenge customers as needed to guide/influence solution direction.
Business-outcome focused mindset with strong problem-solving and organizational skills.
Ability to manage time effectively and work independently or in collaborative team environments.
Occasional travel (approximately 25%), including international engagements.

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 reasonable.accommodations@genesys.com.

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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.