Solution Consultant

Genesys; Toronto; On-site; CAD 98,600 - 129,400; Full time

Benefits offered by this job

Flexible-first culture

Growth opportunities through mentoring

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs

Job summary

Genesys in Toronto is seeking a Solution Consultant to design AI-powered customer experiences and translate business needs into compelling roadmaps. You will listen to customers, run workshops and define projected benefits, presenting outcomes to stakeholders with clarity.

You will lead technical discovery, craft tailored demos, support solution designs across self-service, agent assistance and journey management, and help customers ground AI in trusted data with governance considerations.

Qualifications

• Bachelor’s degree or 5+ years of relevant work experience.
• Experience implementing or integrating with CRMs and software.
• Strong communication and problem-solving for technical and executive audiences.

Responsibilities

• Lead workshops with business users to uncover gaps and define projected benefits.
• Conduct technical discovery to identify AI improvements for CX and efficiency.
• Create customized demos and tell the solution story.
• Support solution designs for CX use-cases including self-service and agent assistance.
• Ground AI responses in enterprise data with governance considerations.
• Build technical demos and presentations showing AI capabilities and integrations.
• Collaborate with account teams to transition engagements toward production.

Skills

AI fluency

Communication

Cross-functional teamwork

RESTful APIs

Python/JavaScript

CRM integration

Security/governance awareness

Bilingual English/French

Sales collaboration

Education

Bachelor’s degree or 5+ years experience

Tools

Genesys Cloud

Python

JavaScript

APIs

Job description

Solution Consultant

Be the one building AI-powered experiences where they matter most. Genesys helps organizations create better customer experiences through AI-powered experience orchestration. As a Solution Consultant, you will listen to the customer to understand their needs and create compelling business solution roadmaps powered by AI.

What you will be doing

• Run workshops with business users to uncover gaps and opportunities, define projected benefits, and present outcomes to stakeholders.
• Lead technical discovery to identify where AI can improve customer experience, operational efficiency, and measurable business outcomes.
• Create customized demos and tell the story that showcases the solution.
• Support solution designs for customer experience use‑cases — including self‑service, agent assistance, journey management, and back‑office automation — that may combine LLMs, deterministic workflows, orchestration, fallback strategies, and human handoff patterns.
• Help customers ground AI responses in trusted enterprise data through knowledge and content strategies, and articulate trade‑offs across accuracy, latency, cost, and governance.
• Build and deliver compelling technical demonstrations and presentations that explain AI capabilities, integration points, and business impact.
• Support sandbox and trial engagements, AI prototypes, and value assessments to help customers validate use cases, integrations, and success criteria.
• Collaborate with account teams and Professional Services to transition successful engagements toward production.
• Stay up to date on Genesys products, Genesys AI capabilities, and industry best practices, and share field feedback and customer insights with Product Management.
• Contribute reusable assets and enablement content that help scale the broader team.

Qualifications and Skills

• Passion for technology, AI, and helping people solve problems.
• Excellent interpersonal communication skills, with polished verbal and written communication, able to explain complex technical and AI concepts to both technical and non‑technical stakeholders, including executive audiences.
• Ability to work in a fast‑paced, cross‑functional team environment; able to multitask, prioritize and be detail‑oriented.
• Technological know‑how of IT concepts, software standards, database and networking technologies.
• AI fluency: Working knowledge of AI in customer experience — such as NLU/NLP, LLMs, retrieval‑augmented generation (RAG), prompt design, and orchestration or agentic patterns — and the ability to position their business value.
• Integration & prototyping experience: Practical experience integrating cloud or AI solutions with enterprise platforms via RESTful APIs; familiarity with AI‑assisted or agentic coding tools and scripting (e.g., Python, JavaScript) to accelerate demos, integrations and proofs of value.
• Understanding of customers’ security, governance and data‑access needs, with ability to articulate a solution that includes AI evaluation, quality measurement and monitoring considerations.
• Bachelor’s degree or 5+ years of work experience; experience implementing or integrating with CRMs and/or software implementation or coding experience preferred.
• Experience working with a Cloud or SaaS company preferred; knowledge of Genesys Cloud and Genesys AI a strong asset.
• Sales acumen: Experience partnering with sales teams to understand customer challenges and provide technical solutioning that supports opportunity progression.
• Bilingualism (English and French); French is an asset but not required.
• Ability to travel up to 50%.

Compensation

This role has a market‑competitive salary with an anticipated base compensation range of $98,600.00 – $129,400.00. The role may also be eligible for commission or performance‑based bonus opportunities.

Benefits

• Flexible‑first culture with global teams and flexible ways of working.
• Growth opportunities through mentorship, learning programs, leadership development and education support.
• Paid volunteer time, August Free Fridays, well‑being resources, and regionally tailored programs for employees and their families.
• Recognition as a Great Place to Work® certified employer in 17 countries.

Equal Opportunity Employer

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, please contact us at [e-mail]. You can expect a response within 24–48 hours.