Senior Principal – AI-Powered Self-Service Architect

Genesys Cloud Services, Inc.; Northern (KY); Hybrid; USD 136,000 - 239,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Telehealth coverage

Flexible work schedules

401(k) matching

Job summary

Genesys Cloud Services, Inc. seeks a Senior Self-Service & AI Implementation Consultant to build, support and operate AI-powered self-service digital and bot solutions across Genesys platforms.

You will engage in architecture design, integration consulting, agile leadership and end-to-end delivery for large enterprise customers. The role requires extensive experience with CCaaS, digital/bot platforms, and hands-on experience in Google Dialogflow and Amazon Lex, along with strong communication

Qualifications

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.
• 10+ Years of experience with commercial Digital CCaaS applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines.
• 6+ Years of experience working with digital bots on Google Dialogflow and Amazon Lex with webhook/fulfillment experience.
• Must be able to work US hours.
• Demonstrated understanding of generative and agentic AI tools and customer-facing consultancy experience.
• Knowledge of IVR architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.

Responsibilities

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design digital bot flows using our products.
• Design, develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Create accurate development effort estimates with managers or project leads.
• Lead the SS&AI team delivery and drive user story ownership for epics.
• Present and demonstrate proposed digital bot solutions to customers.
• Create and execute test scripts for call flow and related logic; leverage tools for UAT/QA.
• Provide knowledge transfer at engagement conclusion.
• Communicate effectively across cultures and time zones; adjust working hours as needed.
• Willing to travel as required.

Skills

Digital CCaaS

Routing

Bots

Development tools

Speech recognition

PHP

Java

C#

Education

BS/MS/BA in Computer Science or related field

Tools

Google Dialogflow

Amazon Lex

Webhook/Fulfillment

Job description

Genesys Cloud Services, Inc. seeks a Senior Self-Service & AI Implementation Consultant to build, support and operate AI-powered self-service digital and bot solutions across Genesys platforms.

You will engage in architecture design, integration consulting, agile leadership and end-to-end delivery for large enterprise customers. The role requires extensive experience with CCaaS, digital/bot platforms, and hands-on experience in Google Dialogflow and Amazon Lex, along with strong communication