AI Implementation Principal Consultant

Role Overview

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances.
• Work Independently, and with Genesys technical teams and business partners, to design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions, Virtual Agents, and Agentic Virtual Agents.
• Experience defining ASR grammars, and tuning process.
• Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables.
• Requires conceptual thinking to understand advanced issues and implications.
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Accountable for results, which may impact their entire function or geography.
• Work with Product owner, Scrum master to drive user story creation and ownership for SS&AI owned epics for IVR, Routing and bots.
• Lead the SS&AI team delivery.
• Present and demonstrate proposed IVR solutions as required.
• Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.
• Communicate within the global community respecting cultural, language and time zone variations.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.
• Work as a team player to the organization.
• Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.
• Work independently to provide customer technical consulting services to help drive the determination of key deliverables, outcomes, code best practices, and deployments.

Requirements

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.
• 10 + Years of experience with commercial IVR applications , Routing , Bots and development experience in appropriate development tools, Advanced Speech Recognition engines.
• Additional computer languages such as PHP, Java or C# is a plus.
• 5+ Years of experience working with voice (and/or digital) bots on platforms like Google Dialogflow and Amazon Lex.
• Must include webhook/fulfillment experience and development skills.
• Demonstrated Understanding of and experience with the effective use of Generative and Agentic AI tools.
• Demonstrated experience in a customer facing role and handled difficult customer situations and being a thought leader for effective client consulting.
• Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.
• Ability to work independently on routine duties or projects with general instructions on new assignments.
• Ability to take initiative and help define and create new product features.
• Excellent verbal, writing skills and the ability to effectively interact with clients (business and technical audiences).

Tech Stack

• Java
• PHP

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments