The Sr. Consultant 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 Implementation Engineer 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.
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
- 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 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
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 technology through internal training, lab development, and industry standard training/certifications
Minimum Requirements:
- Bachelor’s degree in a 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)
Highly Desired Technical Skills:
- 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
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
- 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
Work Context:
- Communicates regularly with colleagues and management
- Uses computer frequently
- Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)
Benefits
- Medical, Dental, and Vision Insurance
- Paid Parental Leave
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off
- 401(k) matching program
- Adoption Assistance
- Infertility treatments
See more Genesys benefits information at https://mygenesysbenefits.com/
Covid-19:
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys®orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity 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.
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