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.

Summary

As part of the Custom Application Support (CAS) Team within the Genesys Professional Services (PS) organization, you'll be part of specialized team purpose-built to support enterprise custom applications developed and maintained by PS. The Senior PS Consultant provides senior-level technical support and delivery enablement for custom applications built on Genesys Cloud’s API-first platform. This role owns end-to-end incident troubleshooting and resolution, leads communication with customers/partners, mentors team members, and contributes to Custom App enablement/implementation projects. Success requires deep Genesys Cloud product and API expertise (including, but not limited to, Platform and Analytics APIs), strong debugging skills, and solid understanding of modern cloud architectures and SDLC practices.

Primary Responsibilities

Customer Support, Incident Ownership, and Communications

Serve as a customer liaison for phone and email support requests; act as a front-line advocate to drive timely resolution of application issues.
Own case triage from intake through closure, including investigation, reproduction, root-cause identification, workaround recommendations, and resolution validation.
Review and understand the custom application code relevant to reported issues; correlate the problem description with code paths and runtime behavior to identify potential defects and propose a fix or remediation approach using available tools and established processes (e.g., version control, ticketing, CI/CD), partnering with engineering where required.
Apply SDLC best practices (requirements, design, build, test, release) and demonstrate strong familiarity with system design concepts (scalability, reliability, observability, failure modes).
Create and maintain Knowledge Base articles, runbooks, RCA reports, and other support collateral that improves time-to-resolution and prevents recurrence.
Set appropriate problem-resolution expectations and provide clear, timely progress updates to customer/partner stakeholders.
Interface with Custom Solutions Subject Matter Experts and Expert App engineering when issues require deeper escalation beyond frontline resolution.
Lead and coordinate investigation during critical incidents, including driving cross-functional engagement and stakeholder communications.

Custom App Enablement / Implementation Projects

Contribute to (and, as needed, lead) custom app enablement and implementation activities, including (but not limited to) rollout planning, setting up integrations and other apps, deployment support, validation, and post-go-live stabilization.
Partner with internal teams and customer stakeholders to ensure solution alignment with platform capabilities and operational requirements.

Tooling, Operations, and Continuous Improvement

Use common engineering/support toolchains effectively (e.g., Git, Jira, CI/CD tools such as AppVeyor or equivalents).
Monitor cloud application components and related data stores as applicable; perform upgrades/maintenance following prescribed guidance and change practices.
Identify workflow, tooling, and process improvements to enhance team efficiency and quality; mentor junior team members and coordinate workload to meet SLAs.
Participate in a shift roster spanning the day, with flexibility to work outside normal hours as needed for critical cases and stakeholder alignment.

Minimum Qualifications (Education & Experience)

May require a minimum of 5 years of related experience with a bachelor’s degree, 3 years and a master’s degree, or a PhD without s

Senior PS Consultant at Genesys