Genesys is looking for a PS Consultant / Self-Service Architect to lead the architecture and delivery of advanced IVR, voicebot, and routing solutions. In this customer-facing role, you will transform customer experiences through intelligent automation by translating business requirements into scalable, high-impact technical designs.
What You'll Do
- Lead presales and discovery engagements to understand customer objectives and define scalable self-service solutions.
- Facilitate customer workshops to design IVR and AI-driven bot architectures aligned with business and technical requirements.
- Architect, design, and develop IVR, routing, and bot applications using Genesys Cloud, Composer, Designer, and Intelligent Automation.
- Integrate third-party platforms such as Google Dialogflow, Amazon Lex, and Nuance Mix with Genesys environments.
- Develop solutions spanning DTMF, speech recognition, natural language understanding, and predictive routing capabilities.
- Estimate development effort and collaborate with sales and project leadership to define scope and delivery timelines.
- Drive Agile delivery by partnering with Product Owners and Scrum Masters to define and own user stories and epics.
- Present solution designs and conduct knowledge transfer sessions at project completion.
- Collaborate across global teams while adapting to time zone and cultural differences.
- Provide feedback to product teams on APIs, architecture, and platform enhancements to improve solution delivery.
What We're Looking For
- Flexibility to work in North America shift hours (up to 3 PM EST or 1:30 AM IST) as required.
- 5 or more years of experience in software development or Professional Services in a technical leadership capacity.
- A Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical discipline.
- 5 or more years of experience designing and delivering commercial IVR and routing applications.
- 3 or more years of experience developing bots, including voicebots and speech-enabled solutions.
- Strong expertise in IVR and bot architectures, including telephony, ASR engines, caching, prompt management, web services integration, and operational diagnostics.
- Experience in customer-facing roles and the ability to manage complex stakeholder interactions.
- Strong analytical, programming, and problem-solving skills for complex technical challenges.
- Effective communication in English with both business and technical stakeholders.
- Willingness to travel domestically and internationally as required.
Nice to Have
- Experience collaborating effectively with VUI designers and interaction design specialists.
- Experience working closely with speech scientists on grammar and speech model development.
- Hands-on experience deploying Genesys Cloud solutions in enterprise environments.
- GCP or AWS certification.
Technical Stack
- Genesys Cloud, Composer, Designer, Intelligent Automation
- Google Dialogflow, Amazon Lex, Nuance Mix
Team & Environment
This role is part of the global Self Service and Artificial Intelligence (SS and AI) Professional Services organization. You will collaborate with cross-functional Agile teams and stakeholders worldwide.
Work Mode
This is a global position supporting a distributed team and customer base.
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.
