Senior Solution Consultant
Description
Be the one building AI-powered experiences where they matter most.
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.
At Genesys, we are redefining how organizations engage with their customers by evolving beyond traditional CCaaS into an AI-First Experience Orchestration platform . We help organizations create empathetic, contextual and outcome-driven customer experiences by combining cloud technology, artificial intelligence and intelligent orchestration.
We are looking for a Senior Solutions Consultant to join our pre-sales organization in Mexico and partner with enterprise customers as they modernize and transform their Customer Experience (CX) strategies.
As a Senior Solutions Consultant, you will act as a strategic and technical advisor to enterprise customers throughout the sales cycle. Working closely with Account Executives, customers, partners and internal teams, you will uncover business and operational challenges, translate them into compelling CX strategies and design scalable solutions powered by Genesys Cloud and AI.
This role requires someone who can comfortably move between business conversations and technical solution design —from engaging C-level stakeholders around transformation priorities and business outcomes to collaborating with technical teams on integrations, cloud architecture and solution feasibility.
You will also play an important role in advancing Genesys' AI-First Experience Orchestration strategy in Mexico , helping customers understand how capabilities such as Generative AI, Agentic AI, intelligent automation, copilots and predictive technologies can transform customer and employee experiences.
What You Will Do
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Lead Consultative Discovery: Engage enterprise customers to understand their business priorities, operational challenges, customer journeys and desired outcomes, translating those insights into differentiated CX solutions.
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Design AI-First CX Solutions: Develop and position scalable Genesys Cloud solutions that combine customer experience orchestration, digital channels, automation, AI and enterprise integrations.
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Advise on AI Transformation: Help customers identify and prioritize practical AI use cases across the customer journey, including Generative AI, virtual agents, Agentic AI, agent assistance, intelligent self-service and predictive capabilities.
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Serve as a Trusted Advisor: Build credibility with business leaders, technical stakeholders and C-level executives by connecting technology capabilities with business strategy and measurable outcomes.
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Deliver Executive Presentations and Demonstrations: Create compelling solution narratives, demonstrations, workshops and proof-of-concept experiences tailored to both executive and technical audiences.
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Architect Enterprise Solutions: Collaborate with customers and internal technical teams to design cloud-based architectures and integrations involving APIs, CRM, WFM, digital channels, AI capabilities and third-party platforms.
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Support Complex Enterprise Opportunities: Partner closely with Account Executives throughout the sales cycle, providing technical strategy, competitive positioning and solution guidance for complex opportunities.
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Lead RFx and Technical Evaluation Processes: Contribute to RFPs, RFIs and technical evaluations by articulating Genesys' differentiated value and designing solutions aligned with customer requirements.
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Develop Business Value: Help customers understand the operational and financial impact of transformation initiatives by connecting proposed solutions with efficiency, customer satisfaction, revenue and other business outcomes.
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Collaborate Across the Organization: Work closely with Sales, Product, Professional Services, Customer Success, Partners and other regional and global teams to deliver a consistent customer strategy.
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Support the Mexico Solution Consulting Community: Share knowledge, best practices and market insights while providing guidance and coaching to less experienced members of the Solution Consulting organization.
What We’re Looking For
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5+ years of experience in enterprise pre-sales, Solution Consulting, Sales Engineering, Solution Architecture or a similar customer-facing technology role.
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Demonstrated experience working with enterprise customers , ideally within SaaS, cloud technology, Customer Experience, Contact Center, CPaaS or related enterprise technology environments.
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Strong consultative skills and experience conducting customer discovery , understanding business challenges and translating requirements into technology solutions.
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Experience presenting and communicating with stakeholders across multiple levels of an organization, including senior executives and C-level decision-makers .
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Strong understanding of Customer Experience, digital customer engagement, cloud contact center technologies or customer journey orchestration .
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Good understanding of modern AI capabilities , including Generative AI, conversational AI, Agentic AI, intelligent automation and their application to customer and employee experiences.
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Ability to understand and discuss enterprise technology architectures, including cloud platforms, APIs, integrations and third-party ecosystems .
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Strong business acumen with the ability to connect technology capabilities to business outcomes, operational impact and strategic value .
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Experience working cross-functionally with Sales, Product, Engineering, Customer Success, Professional Services or similar teams.
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Excellent presentation, storytelling, communication and relationship-building skills.
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Ability to operate effectively in complex enterprise sales environments and manage multiple stakeholders and priorities.
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Professional fluency in English
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Strong understanding of the Mexican enterprise market and business environment .
Preferred Background
Candidates may come from a variety of backgrounds. Particularly relevant experience could include:
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Enterprise Solution Consulting or Sales Engineering
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CX / Contact Center / CCaaS
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CPaaS or Digital Communications
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Enterprise SaaS or Cloud Platforms
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Conversational AI or Customer Service AI
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Customer Experience Transformation
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Business Development combined with strong technical exposure
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Product, Customer Success or implementation experience combined with enterprise pre-sales
What Success Looks Like
The successful candidate will be able to build trusted relationships with enterprise customers, uncover complex CX challenges and translate them into differentiated solutions that combine business value, cloud architecture and AI-driven innovation.
They will be equally comfortable discussing transformation strategy with an executive, conducting discovery with business teams, collaborating with architects on integrations and demonstrating how Genesys can help organizations move toward an AI-first customer experience operating model.
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 regio