Genesys Solutions Consultant

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Manila and Cebu, Philippines Team is growing and we're looking for an experienced Team Leader to join our Helpware team.

Position Overview:

We are seeking an experienced Genesys Solutions Consultant to join our IT team. This role partners closely with Sales Account Executives to develop new business across all Genesys Cloud CX product lines. You will engage customers in a consultative capacity—understanding their requirements, mapping them to Genesys solutions, and delivering tailored proposals that drive measurable business value.

This is a client-facing position that works with all levels of a customer's organization, from technical teams to C-level executives, ensuring our solutions address both business and technical objectives.

Key Responsibilities:

• Partner with Sales Account Executives to provide technical expertise and consulting on Genesys solutions.
• Manage assigned prospects/customers to progress sales opportunities and close deals.
• Bring a deep understanding of customer pain points and clearly communicate solution benefits.
• Ensure Sales Account Executives have the necessary technical and strategic support.
• Act as the critical link between customer needs and Genesys solution value.
• Apply best practices in Solutions Consulting and Service Design methodology.
• From an administrative standpoint, design, build, and launch a customer service center within the Genesys platform.
• Manage AI enablement in Genesys, including implementing and overseeing AI-driven features such as predictive routing, chatbots, and virtual assistants.
• Actively configure, customize, and optimize the Genesys platform to align with evolving business requirements.

Engagement Approach:

• Conduct consultative discovery sessions to understand customer requirements.
• Use service design principles to identify customer experience (CX) gaps.
• Co-create solutions with customers to bridge CX gaps and drive measurable improvements.
• Present Genesys solutions that address both business and technical stakeholder needs.
• Handle objections effectively and articulate clear value propositions.

Minimum Requirements:

• Proven experience in a Solutions Engineering or Solutions Consulting role, with expertise in Genesys Cloud CX or similar contact center platforms.
• Skilled in giving live demonstrations and developing impactful presentation materials.
• Strong understanding of cloud/SaaS solutions, microservices, and enterprise contact center architectures.
• Familiarity with AI enablement in Genesys and integrating AI-driven capabilities.
• Excellent time management, organization, and multitasking skills.
• Strong written and verbal communication abilities.
• Analytical problem-solving skills with the ability to back recommendations with data and best practices.
• 3+ years of relevant experience in software-specific Solutions Engineering, consulting, or enterprise software environments.
• Genesys certifications and CRM integration experience (Salesforce, Zendesk, etc.) are a plus.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Paid training

Application Question(s):

• Do you have proven experience in a Solutions Engineering or Solutions Consulting role, with expertise in Genesys Cloud CX or similar contact center platforms?
• Are you okay working in a hybrid setup?
• How much is your expected salary?

Work Location: Remote