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.
Job Title
Senior PS Consultant
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 significant prior working experience, or equivalent.
Required Qualifications / Skills
- Strong hands-on expertise with Genesys Cloud, including a solid understanding of the platform’s API-first architecture and experience with Genesys Cloud APIs (including, but not limited to, Platform APIs and Analytics APIs) used to build and support custom applications.
- Proven ability to investigate and resolve complex issues independently, including reproducing problems, isolating root cause, and driving resolution through to closure.
- Demonstrated ability to read, understand, and troubleshoot application code; identify defects related to reported issues and propose practical fixes or remediation approaches.
- Strong understanding of web application architecture, client-server concepts, and API transactions (REST, SOAP, etc.).
- Practical experience working in AWS environments and understanding common cloud-native components and patterns, including (but not limited to) Lambda, EC2, DynamoDB, CloudWatch, Fargate, and concepts such as containerization and virtualization.
- Comfort operating in UNIX/Linux environments (logs, services, permissions, basic administration).
- Strong verbal and written communication skills in English; able to communicate effectively with both technical and business audiences.
- Ability to operate under pressure and deliver within stringent timelines, strong collaboration and mentorship mindset.
Preferred Qualifications
- Experience supporting contact center environments (on-prem or cloud) and custom integrations across varied customer backend systems.
- Experience integrating with or supporting CRM ecosystems such as Microsoft Dynamics and ServiceNow is plus.
- Hands-on development experience in one or more of: Java, C#, .NET, C++, or equivalent including debugging and maintaining production code is a plus.
- Experience with Genesys Engage (support/troubleshooting) is a plus.
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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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