Principal Solution 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. 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.

Principal Solution Consultant Location:

Brisbane, Sydney, Canberra and Melbourne

At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. AI at Genesys acts as the intelligence layer that orchestrates experiences, determining what should happen, when it should happen, and how value continuously improves across journeys. In this highly strategic, executive-facing role, you will guide enterprise customers beyond isolated automation toward adaptive, outcome-driven systems powered by Agentic AI.

The Role As a Principal Solution Consultant, you operate at the highest level of technical and consultative influence within the ANZ pre‑sales organisation. You serve as a regional authority on Genesys AI and Experience Orchestration, partnering closely with Sales leadership, Value Consulting, Professional Services, and strategic partners.

You are typically engaged when

AI and orchestration are central to the customer’s CX and digital transformation strategy

The opportunity involves enterprise scale, regulatory complexity, or multi‑year transformation

Executive confidence in AI trust, governance, and measurable value realisation is critical

Your impact extends beyond individual deals. You influence how enterprise leaders across ANZ understand Agentic AI as a system of intelligence that connects journeys, decisions, and outcomes across channels and time.

Key Responsibilities Leading Executive Conversations on AI‑Driven Experience Orchestration

Engage C‑level and senior stakeholders on how AI‑first orchestration reshapes CX strategy, operating models, and commercial outcomes

Reframe conversations from channels and features toward journeys, decisions, and measurable business impact

Guide customers through AI trust, governance, risk management, and organisational readiness

Owning Complex, AI‑Centric Enterprise Opportunities

Serve as the solution authority for large, strategic, AI‑led enterprise engagements

Orchestrate cross‑functional teams across Sales, Value Consulting, Services, and Partners to deliver a cohesive solution strategy

Navigate technical, commercial, and organisational ambiguity with confidence and structure

Demonstrating Agentic AI in Action

Design and deliver advanced demonstrations that showcase Genesys Cloud AI making decisions, acting autonomously, and learning across journeys

Articulate complex concepts including Agentic AI, journey orchestration, predictive routing, real‑time decisioning, and intelligent automation in clear business terms

Tailor narratives to technical architects, CX leaders, risk teams, and executive sponsors

Defining AI‑First Architectures and Orchestration Roadmaps

Develop end‑to‑end solution architectures embedding intelligence across journeys, roles, and channels

Define phased roadmaps that balance rapid time‑to‑value with long‑term orchestration maturity

Ensure alignment with Australian regulatory expectations, security requirements, scalability standards, and responsible AI principles

Elevating Regional Capability and Thought Leadership

Set the benchmark for AI‑first solution consulting across the ANZ region

Mentor Senior Solution Consultants and contribute to regional enablement initiatives

Influence partner solution strategies and joint AI‑led transformation approaches

Represent Genesys in executive briefings, customer advisory boards, and industry forums

Requirements

8 to 10+ years of experience in solution consulting, enterprise CX transformation, or AI‑driven platform roles

Demonstrated leadership on large, enterprise‑scale, AI‑centric engagements

Deep understanding of Genesys Experience Orchestration concepts including journeys, analytics, decisioning, and automation

Strong working knowledge of large language models, predictive modelling, real‑time AI systems, and agentic architectures

Executive presence with the ability to influence high‑stakes stakeholders in complex environments

Preferred Qualifications

Experience designing or implementing AI‑led CX or orchestration platforms in enterprise environments

Familiarity with responsible AI governance and compliance, particularly within regulated industries

Experience integrating CX platforms into complex enterprise ecosystems

Understanding of hyperscaler cloud platforms and modern AI‑enabled architectures

Why Join Genesys Genesys is redefining customer and employee experience through AI‑powered Experience Orchestration, enabling organisations to move from reactive interactions to intelligent, adaptive journeys.

In this role, you will:

Shape how Agentic AI is understood and adopted across the ANZ market

Influence the most strategic CX and AI decisions made by enterprise customers

Collaborate with senior sales, value, services, and AI leaders across the region

Help define what AI‑first means in enterprise Experience Orchestration

Additional Information

Genesys does not accept agency resumes for this role

Applicants must have legal rights to work in Australia

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

About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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Genesys is an equal opportunity employer Genesys is an equal opportunity employer committed to fairness 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.

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