Professional Services Consultant

Genesys • Full-time • Chennai (Flexible), India • 1w ago

Why This Job is Featured on The SaaS Jobs

This Professional Services Consultant role sits at a core SaaS inflection point: translating a cloud platform into working customer outcomes. Genesys Cloud is positioned as an enterprise-grade CX product, so the work reflects the realities of modern SaaS deployments where configuration, integration, and operational readiness matter as much as the software itself. The scope spans implementation standards, post go live support, and escalation handling, which is typical of mature SaaS vendors supporting complex customer environments.

From a SaaS career perspective, the role builds durable experience in the post sale lifecycle, including solution design tradeoffs, change control, and supporting production systems. Exposure to APIs and web services, telephony and networking components, and cloud infrastructure concepts creates a strong foundation for adjacent paths such as solutions architecture, technical account management, or customer engineering within subscription software businesses. The emphasis on documentation, process improvement, and cross functional coordination also maps well to how SaaS organizations scale delivery quality across many accounts.

This listing best suits professionals who like customer facing technical work and can balance project execution with structured troubleshooting. It will fit someone comfortable operating across time zones, maintaining utilization expectations, and working within established delivery standards while still spotting opportunities to improve how implementations run.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

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.

Professional Services Consultant – Genesys Cloud Implementation

Department & Team:

COE Professional Services Organization - India

Job Summary

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 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 efficiencies for delivery of Genesys Cloud solutions

Major Responsibilities/Activities

The Genesys Cloud Implementation Consultant is responsible for delivering Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products.

Technical Consultation

Works in close concert with Project Manager in successfully delivering projects.
Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM)
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 on average of 70% 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

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
2+ years of related experience
Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement
Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
Flexibility to work across different time zones
Flexibility to take up a managed services role (managing a customer environment), if there is business need
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).

Technical Skills

Knowledge of HTTP requests, REST web services, and JSON
Genesys cloud implementation skills – Voice, Telephony, Digital, outbound scripts
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.
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 NodeJS, Python, PHP, web application development scripting, tools and methods
Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
Knowledge on Amazon Web Services (AWS) is a BIG PLUS

Business Skills

· Capable of working on or leading a team through a fast paced and complex project.

· Excellent verbal and written business communication skills (English is a must), 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

Work Context

Communicates regularly with colleagues and management
Uses computer frequently
Occasionally travels to customer and business meeting sites, including international locations
Valid Passport for international Travel

#LI-Hybrid

#LI-GR1

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:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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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.