Principal Professional Services Engineer
Core
Lead Genesys Cloud CX Digital & AI implementations for enterprise clients, managing the full project lifecycle from requirements to deployment and optimization.
Role type
Principal Professional Services Engineer (Implementation & Architecture)
Builds
Genesys Cloud CX deployments, custom middleware solutions, and conversational AI workflows for contact centers.
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS) / AI
Deliverable
production ML models | product features
Required skills
CCaaS configuration, REST API/SDK development, Node.js/JavaScript, AWS, NLP/NLU model integration, technical documentation, business-to-technical translation, Agile methodology, customer scoping and discovery.
Preferred skills
Experience with ServiceNow and Salesforce integrations, building predictive/proactive engagement AI solutions.
Technologies
Genesys Cloud CX, AWS, Node.js, JavaScript, HTML, CSS, jQuery, ServiceNow, Salesforce, NLP, NLU.
Responsibilities
Define project goals, timelines, and risks; design architecture and workflows; configure and optimize Genesys Cloud deployments; implement custom code and middleware; lead customer workshops and technical discussions; conduct security audits; collaborate on pre-sales scoping and statements of work.
Seniority
Principal, hands-on IC with strategic client leadership
