Senior CX & AI Solutions Engineer (Remote)

Genesys Cloud Services, Inc.; Menlo Park (CA); On-site; USD 110,600 - 194,400; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Telehealth

Flexible schedules

Work from home

Career growth

401(k) match

Adoption assistance

Fertility benefits

Job summary

Genesys Cloud Services, Inc. is seeking a Principal Professional Services Engineer in Menlo Park (Telecommuting allowed) to lead end‑to‑end Genesys Cloud CX Digital & AI deployments.

You will drive customer workshops, capture requirements, and design scalable solutions with REST APIs, SDKs, and third‑party integrations. You will guide secure architectures, write technical specs, and ensure successful deployment with Agile practices while coordinating with global teams and customers.

Qualifications

• Experience in scoping and discussing with customers during pre-sales activities for contact center solutions.
• Experience configuring CCaaS, contact center metrics and analytics (KPIs), and web chat/digital channels.
• Experience building integrations with ticketing platforms like ServiceNow and Salesforce.
• Experience with REST APIs and SDKs.
• Experience creating technical documentation, best practices, and troubleshooting guides.
• Ability to translate business needs into technical specifications for enterprise engagements.
• Experience with AI in contact centers: conversational AI, NLP, data storage, and proactive engagement.

Responsibilities

• Accountable for Genesys implementation across project lifecycle including requirements, design, implementation, and testing.
• Lead customer workshops and discovery sessions to position customers for success with Genesys Cloud CX Digital & AI implementations.
• Define project goals, milestones, risks, and create architecture designs and workflows to meet client specs.
• Configure, test, document, and optimize Genesys Cloud CX deployments within a defined delivery framework.
• Develop custom code, test and verify functionality, and integrate third-party chat bot solutions with Genesys web messengers.

Skills

Customer interactions

CCaaS configuration

Web chat & digital channels

REST APIs & SDKs

Technical documentation

Business-to-technical translation

AI contact center & NLP

Agile methodology

AWS

Node.js

CSS, HTML, jQuery, JavaScript

Tools

ServiceNow

Salesforce

Job description

Genesys Cloud Services, Inc. is seeking a Principal Professional Services Engineer in Menlo Park (Telecommuting allowed) to lead end‑to‑end Genesys Cloud CX Digital & AI deployments.

You will drive customer workshops, capture requirements, and design scalable solutions with REST APIs, SDKs, and third‑party integrations. You will guide secure architectures, write technical specs, and ensure successful deployment with Agile practices while coordinating with global teams and customers.