Remote Principal Professional Services Engineer — CX & AI

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 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.