Sr. Professional Services Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Evergreen requisition: Sr. Professional Services Consultant

Note: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details.

Genesys is hiring a Senior Professional Services Consultant with a passion for working with leading-edge software technologies in an international environment. If you would like to be part of a team of highly skilled consultants taking customer experience to the next level join our Customer Success and Services team.  

As Senior Professional Services Consultant you will be part of the AI Advisory team, you will be responsible for designing engaging and impactful conversational experiences for bot projects: chatbots and voicebots. A Professional Services Consultant should understand business requirements, conduct UX research, and create natural dialogue flows keeping technical constraints and product capabilities in mind. 

You’ll work directly with the customer to design, develop, and test customized bot applications within the Genesys Cloud platform. Knowledge of other bot technologies such as Google Dialogflow, Amazon Lex and Nuance Mix is a plus. 

In more detail, you will be responsible for the design of creative and unique AI-powered conversation flows for Genesys customers, and also develop, articulate, and promote best practices in the field of conversational design.

Major Responsibilities/Activities: 

• Engage with clients to understand their business use cases, their customer personas, and intents for the bot solution.  
• Lead requirements and design walkthroughs with customers. 
• Analyse transcripts of user interactions and document their personas and language to create intents, utterances, slots, and slot values. 
• Create bot design documents, including bot personas, sample dialogs, conversation flow diagrams, error handling patterns, etc. 

• Create prototypes, wireframes, and templates that clearly convey the conversation design to customers and development teams. 
• Implement effective, innovative, and delightful conversational experiences. 
• This role is to focus on Conversation Design activities, but it is expected small bot developments as well. 
• Post-implementation, analyze dialogues and user interaction with live chatbots/voicebots, make recommendations for improving user experience, and implement these recommendations. 
• Advise customers on best practices in the field of conversational design. 

• Write design documentation and presentations 
• Share knowledge with customers and colleagues 

Minimum Qualifications/Skills: 

Not all applicants will have skills that match a job description exactly. Genesys values diverse experiences in other industries, and we encourage everyone who meets the minimum qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Genesys. We are always looking for people who will bring something new to the table! 

• 2+ years of relevant design experience in conversational design or in user experience. 
• Bachelor’s Degree in any field (Design, UX or Writing preferred). 
• Comfortable creating demos, prototypes, and live products showing the capabilities of conversational design. 
• Comfortable communicating requirements and solutions to internal and external audiences. 
• The role requires good interpersonal communication and presentation skills as well as writing skills. The candidate must be keen to work in a diverse and multicultural environment. 
• Good verbal, and writing skills and the ability to effectively interact with clients in the English and Italian language. Any additional European language (desirable)
• Knowledge of Conversation Design and/or UX methodology.   
• Flexible hours (ME time zone) and work from home, although not often, project-related travel may be required. 

  Key Characteristics: 

• Empathy: You are curious about how other people work, live, and think, you will enjoy meeting the users of our products, and thinking about design by visualizing yourself as one who will use it. 
• Creativity: You can generate numerous potential solutions to a problem.  
• Superb communication skills: You can communicate broad concepts as well as fine detail through written and graphical media.  
• A quick study: You can understand systems and processes, both in software and in the real world.  
• Outstanding collaboration skills: You are an effortless collaborator. A true collaboration between internal and external teams is a must-have. 
• Comfort with ambiguity: You are comfortable working in a space where problems and solutions are not well defined. You can cope with change, shift gears comfortably, and can decide and act without having the total picture. 

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.