[Hiring] PS Consultant @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to help organizations deliver more personalized service, improve operational efficiency, and build stronger customer relationships.

Help build, support, and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

The position is integral to the ongoing 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

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.

Major Responsibilities/Activities:

• Solution Deployment (85%)
  • 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 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 (5%)
  • 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 (10%)
  • Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications

Qualifications

• 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
• Resource should be flexible for working in NA Shift Projects as well

Requirements

• Knowledge of HTTP requests, REST web services, and JSON
• 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 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

Benefits

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys