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.
The position is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. This includes five key areas:
Demonstrates product expertise in Genesys Cloud
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 efficiencies for delivery of Genesys Cloud solutions
Major Responsibilities/Activities
The Genesys Cloud Implementation Consultant is responsible for delivering Genesys Cloud/Digital solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.
Solution Deployment
Act as the lead interface for all the deployments
Responsible for architecting the implementation design
Works in close concert with Project Manager in successfully delivering projects.
Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
Follows PSO implementation standards
Execution of project plan tasks associated with engagements
Test plan validation in close collaboration with Quality Assurance team
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains healthy utilization for billable projects
Identifies engagement-related problem areas and solves the issues in a proactive manner
Assists the Customer Care organization 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
Flexible to support post-production (Operations Service Management) type projects
Administration
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 process through internal documentation
Follows standard department processes.
Training
Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications
Minimum Requirements
Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
8-12+ years of relevant experience in customer-facing Genesys PS implementation projects.
Prior experience with Genesys Cloud Implementation and/or Administration is mandatory
Prior experience working on Genesys Digital Channel customer projects will be a plus. Experience in deploying Email, SMS, ChatBot, Social media channels will be a plus.
Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
Technical Skills
Knowledge of HTTP requests, REST web services, and JSON
IP Telephony & Hardware: Genesys Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Cisco/Juniper/other network routing and switching devices is an added advantage.
Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
Knowledge on Amazon Web Services (AWS) is a bonus
Business Skills
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.
Prior experience in working in a customer facing role
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
Demonstrate flexibility to adjust working hours to match customer and team interactions. Flexibility to support North America hours will be a plus (at least until 3:30pm ET).
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
