Principal Consultant

Genesys

About The Position

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. Principal PS Consultant Summary: In this role, you’ll work closely with customers to build and deliver contact center and customer experience solutions and services based on Genesys cloud and other related technologies to meet customer’s business goals. You will provide technical leadership while promoting the use of Genesys products to enable customer success and support its development and growth into new domains by working closely with industry experts throughout the company. This position requires an individual with a consultative mindset and a clear understanding of the customer's challenges. The goal is to align Genesys business strategy with customer goals by delivering more value to the customers with greater velocity and within the boundary of technical constraints. This opportunity is a part of the NA Professional Services organization. As part of this, you’re responsible for supporting our customers’ technology journey and transformative work within Genesys Cloud. This includes five key areas: Demonstrates technical and product expertise in most Genesys Cloud products Provides top-quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer Follows PS implementation standards Assesses complex project situations to make appropriate recommendations to both Genesys and the customer Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of Genesys Cloud solutions

Requirements

Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
3+ years of experience with the Genesys Cloud Platform
Knowledge on Amazon Web Services (AWS)
Development experience build apps and integration leveraging APIs, JSON, and JavaScript
8+ years of related experience
Experience with applications leveraging APIs, JSON, and/or JavaScript
Excellent communication skills
Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

Nice To Haves

IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Cisco/Juniper/other network routing and switching devices is an added advantage
Capable of working on or leading a team through a fast paced and complex project
Excellent verbal and written business communication skills, including escalation management and information presentation
Knowledge of customer service processes
Knowledge of Cloud change control processes
Exercises good judgment
Strong follow-through, ownership & responsibility on tasks assigned
Effective time management and maintains flexibility

Responsibilities

Works in close concert with Project Manager in successfully delivering projects
Configure and deliver Genesys Cloud and support transition from sales to delivery for PS engagements as required for key customers and to load balance with the rest of the team
Follows PSO (Professional Services Organization) implementation standards
Execution of project plan tasks associated with engagements
Test plan validation
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains on average 70% utilization for billable projects
Identifies engagement-related problem areas and solves the issues in a proactive manner
Assists the Support group in performing service call/maintenance activities as required
Provide technical training to internal or external resources as needed
Maintains friendly and professional attitude in stressful situations
Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
Maintains regular internal communications with project team, team lead, and manager
Provides feedback and updates to internal processes through internal documentation
Follows standard department processes
Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications.