About the Role
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
We're looking for a Senior Professional Services Consultant to join our EMEA Professional Services team and play a pivotal role in delivering transformational customer experience solutions. In this highly visible role, you'll work with some of the world's most innovative organizations, guiding them through complex digital transformation initiatives and helping them unlock the full value of Genesys Cloud™.
This is an opportunity for an experienced consultant or architect who thrives at the intersection of customer engagement, cloud technology, and AI innovation.
What You'll Do
As a trusted advisor and solution architect, you'll partner closely with enterprise and strategic customers to design, implement, and optimize next-generation contact center and AI-powered customer experience solutions. You will:
•Participate in the architecture, design, and delivery of complex Genesys Cloud implementations for midmarket and enterprise customers across multiple industries
•Serve as a technical authority throughout customer engagements, ensuring solutions align with business objectives, industry best practices, and Genesys strategic recommendations
•Configure, integrate, and deploy Genesys Cloud solutions while driving exceptional delivery quality and customer outcomes
•Collaborate with Project Managers, stakeholders, and customer leadership teams to define project scope, architecture, timelines, and success criteria
•Implement scalable integrations with customer ecosystems, leveraging APIs, cloud-native services, and automation frameworks
•Act as a strategic advisor to customers, helping them adopt emerging technologies including AI-powered self-service, agent assist, conversational AI, analytics, and experience orchestration
•Proactively identify technical and project risks, providing recommendations and mitigation strategies to ensure successful outcomes
•Contribute to continuous improvement initiatives, knowledge sharing, and the evolution of Professional Services delivery methodologies
What Makes This Role Exciting
•Work on some of the most innovative customer experience and AI transformation projects in EMEA
•Influence the architecture and success of large-scale enterprise deployments
•Partner directly with executive stakeholders and technical leaders
•Be at the forefront of AI-driven customer engagement technologies
•Join a collaborative global team that values innovation, expertise, and continuous learning
•Help shape the future of customer and employee experiences through industry-leading cloud technology
What You'll Bring
•Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience)
•5+ years of professional consulting, solution architecture, or technical delivery experience
•At least 2 years of experience working with Genesys Cloud or comparable customer experience, contact center, CRM, or AI orchestration platforms such as: Google CCAI, Salesforce, Microsoft Dynamics, NICE CXone, Amazon Connect, ServiceNow, or similar enterprise CX platforms
•Strong understanding of modern cloud architectures and services, with AWS experience highly preferred
•Proven ability to communicate complex technical concepts to both technical and business audiences
•Experience creating architecture documentation, technical designs, and executive presentations using tools such as Lucidchart, Microsoft Visio, and PowerPoint
•Fluent in both German and English, with excellent written and verbal communication skills
Preferred Technical Expertise
Experience in one or more of the following areas is highly valued:
•AI-powered customer experience solutions, including: conversational AI, voicebots and chatbots, Agent Assist and Copilot technologies, agentic AI, AI-driven analytics and insights
•Application integration and development using: REST APIs, JSON, JavaScript, event-driven architectures
•Cloud-native design and integration patterns
•DevOps practices, CI/CD pipelines, and automation frameworks
•Enterprise solution architecture and systems integration
Success in This Role
You are someone who:
•Builds credibility quickly and earns the trust of customers and stakeholders
•Can confidently participate in technical discussions and challenge assumptions when needed
•Thrives in complex, fast-moving environments
•Combines strong technical expertise with business acumen
•Is passionate about delivering measurable customer outcomes
•Approaches problems with curiosity, creativity, and a solutions-focused mindset
Travel
This role includes occasional travel (approximately 25%), including international customer engagements across the EMEA region.
Our Benefits
•Attractive company pension scheme with employer contributions
•Additional time off including Free Fridays in August and one additional day off in October
•Access to BrightPlan, our financial wellness benefit, providing personalized guidance and tools to help you achieve your financial goals
•Access to a confidential and anonymous wellbeing benefit offering professional support
•Learning, development, and career growth opportunities in a global and innovative organization
•A people-first culture recognized as a Great Place to Work® in Germany
Working at Genesys
•AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
•A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
•Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
•Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
•Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
