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.
Senior Professional Services Consultant
Mexico
Role Overview:
Shape how organizations deliver modern customer experiences by deploying AI-powered solutions that improve engagement, efficiency, and personalization at scale. This role owns the end-to-end delivery of Genesys Cloud implementations, translating complex business needs into scalable architectures that drive measurable customer and operational outcomes.
You will influence solution strategy, partner with senior stakeholders, and guide organizations through the adoption of advanced AI capabilities. Working at the intersection of cloud, AI, and customer experience, you will help organizations deliver more intuitive, responsive, and human-centered interactions. This role also provides exposure to enterprise transformation initiatives, offering opportunities to expand technical depth, advisory influence, and leadership visibility across large-scale programs.
Key Responsibilities:
- Deliver end-to-end Genesys Cloud implementations that improve customer experience performance, scalability, and operational efficiency
- Lead technical strategy for complex engagements, aligning solution architecture with business outcomes and long-term platform adoption
- Design and deploy AI-enabled customer experience solutions that increase automation, personalization, and interaction quality
- Translate business requirements into scalable technical solutions leveraging AI, analytics, and orchestration capabilities
- Develop and refine AI prompts while implementing conversational AI, virtual agents, predictive models, and analytics to drive measurable outcomes
- Collaborate with cross-functional teams to ensure high-quality delivery, adoption, and continuous improvement of solutions
- Evaluate system performance and drive optimization through testing, troubleshooting, and data-driven insights
- Enable stakeholders through training and advisory support while guiding best practices for AI adoption, responsible AI, and scalable integration strategies
Required Qualifications:
- Bachelor’s degree in Computer Science, Engineering, Data Science, Artificial Intelligence, or a related field, or equivalent practical experience
- 3+ years of experience in enterprise software implementation, cloud platforms, or customer experience technologies
- Hands-on experience with artificial intelligence, conversational AI, automation, analytics, or machine learning solutions
- Demonstrated experience designing and optimizing prompts for AI-driven and customer-facing use cases
- Strong background in troubleshooting and resolving complex technical configurations
- Excellent verbal and written communication skills in English
- Proven ability to translate business needs into scalable, technology-driven solutions
- Experience working in customer-facing consulting or advisory roles
- Strong ability to communicate effectively with both technical and non-technical audiences
- Familiarity with API-based integrations, data exchange concepts, and system interoperability
- Flexibility to collaborate across time zones and diverse customer environments
Preferred Qualifications:
- Experience leading end-to-end delivery of enterprise-scale customer experience transformations
- Exposure to designing AI strategies or roadmaps aligned with measurable business outcomes
- Experience influencing senior stakeholders and driving alignment across technical and business teams
- Background working in complex enterprise environments with advanced integration requirements
- Hands-on experience with programming or scripting languages such as Java, Python, C#, or similar for integrations or customization
- Familiarity with REST APIs, JSON, and cloud-based integration patterns
- Demonstrated ability to mentor or guide consultants in solution design and delivery best practices.
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:
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
