locations - Bogota (Flexible) - time type - Full time - posted on - Posted Today - job requisition id - JR107068 - 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. - One of the great things about working at a company like Genesys is our investment in our people. We believe in helping you find your best fit - we want to help you grow. - Job Level - P5 - Job Description: - As a Principal Consultant, you will often be working closely with our customers (Business owners and technical SME’s) and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. Be a thought leader for the organization, providing mentoring and establishing operational plans to achieve organization's strategic goals. - Responsibilities - In this role, the primary responsibilities will include (but are not limited to): - 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. - 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 SSA owned epics for IVR, Routing and bots. Lead the SSA 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. - Qualifications - Bachelor in Computer Science, Engineering or related field preferred. - 10 + Years of experience leading software development/Professional services projects in a technical capacity - 5+ Years of experience working with bots on platforms like Google Dialog flow and Amazon Lex. Must include webhook/fulfillment experience and development skills. - 5+ Years of experience working in an Agile environment. - Demonstrated experience in a customer facing role and handled difficult customer situations. - Understanding the effective use of generative AI tools. - 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. - Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features. - Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus. - Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners. - Willingness to travel (usually less than 25% of time). - Must be able to work US hours. - Familiarity with the following is a definite plus: - Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation. Experience with