Principal Professional Services Engineer

8100 United States - Genesys Cloud Services, Inc.; United States; Remote; USD 214,000 - 224,000; Full time

Benefits offered by this job

Health insurance

Telehealth

Work from home opportunities

401(k) matching

Adoption Assistance

Fertility treatments

Paid holidays

Job summary

Genesys Cloud Services, Inc. seeks a Principal Professional Services Engineer in Menlo Park, CA to drive end-to-end Genesys Cloud CX implementations and architect scalable deployments across the project lifecycle.

You will lead customer workshops, define milestones, and collaborate with pre-sales. The role emphasizes integrations with ServiceNow/Salesforce, REST APIs, and AI-enabled contact center solutions.

Qualifications

• Bachelor's degree in CS/CE or related field required.
• Experience with customer interactions in pre-sales and scoping.
• Experience configuring CCaaS, KPI analytics, and web chat/digital channels.
• Proven ability to integrate with ServiceNow and Salesforce.
• Familiarity with REST APIs, SDKs, and technical documentation.
• Understanding of AI contact center concepts, NLP, and workflows.
• Experience with Agile, AWS, and front-end tech stack.

Responsibilities

• Lead Genesys Cloud CX implementations across lifecycle stages.
• Conduct customer workshops and discovery sessions for success.
• Define goals, milestones, and risks; provide architecture designs.
• Configure, test, and optimize deployments; build middleware for third-party chat bot integrations.
• Create technical documentation and troubleshooting guides; support security audits.
• Collaborate with project managers and pre-sales for scoping and SOWs.

Skills

Customer interaction

Pre-sales scoping

CCaaS configuration

KPI analytics

ServiceNow/Salesforce integrations

REST APIs / SDKs

Technical documentation

AI contact center / NLP

Agile / AWS / Node.js / CSS / HTML / j

Education

Bachelor's degree in Computer Science, Computer Engineering or related field

Tools

ServiceNow

Salesforce

AWS

Node.js

CSS

HTML

jQuery

JavaScript

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.

Genesys Cloud Services, Inc. seeks Principal Professional Services Engineer in Menlo Park, CA.

Telecommuting allowed for this position.

Job Description

Accountable for the Genesys implementation during all stages of the project lifecycle: Business Requirements specification and analysis, Technical Design specification, Implementation and Integration of the solution, Test Plan development and Testing. Lead customer workshops and discovery sessions positioning customers for success with awareness of Genesys Products. Lead technical and business discussions both in front of the customer and internally. Responsible for initial definition of project goals, timeliness, milestones, and risks; Provide architecture designs and workflows that meet client specifications for Genesys Cloud CX Digital & AI implementations; Configure, test, document, and optimize Genesys Cloud CX deployments within defined delivery framework; Implement and integrate custom code as well as write and conduct tests to verify the functionality, accuracy, and efficiency of developed or enhanced software; Design and build custom middleware solutions for third party chat bot integrations with Genesys Cloud web messengers; Manage project implementation and monitor productivity efficiencies for simultaneous installations; Track projects through completion and acceptance and participate in project status meetings; Assist with security audits of SaaS infrastructures and procedures; Work closely with project managers and customer success managers to provide customers with a great implementation experience; and Collaborate closely with services engagement directors to address pre-sales requests, offering quotes, scoping, and statement of work to customers.

Minimum Qualifications

The position requires a Bachelor’s degree in Computer Science, Computer Engineering or related field plus six (6) years of experience in a computer related occupation.

The position requires any amount of experience in ALL of the following skills:

• Experience with customer interactions working with a contact center solution: scoping and talking to customers during pre-sales scoping activities; assisting with resolving complex, escalated customer issues that originated with customers or partners in a multicultural environment.
• Experience with configuring CCaaS; Contact Center Metrics and Analytics (KPI’s); web chat and digital channel configuration.
• Experience building technical integrations with ticketing platforms such as ServiceNow and Salesforce.
• Experience with REST API’s and SDK’s.
• Experience building technical documentation, best practices, and troubleshooting guides.
• Experience translating business need into technical specifications for complex, enterprise level engagements.
• Experience with AI Contact Center: Building conversational AI and workflows for Intent Models, Knowledge Management and External Data Storage; Using NLP and NLU models; and Predictive and Proactive engagement AI solutions.
• Experience with Agile methodology, AWS, Node.js, CSS, HTML, jQuery, and JavaScript.

Salary range: $213,512.00 - $223,512.00

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$110,600.00 - $194,400.00

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

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 [e-mail].

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Equal Opportunity Employment

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.