Senior Principal Professional Services Consultant

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 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 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

• 10+ 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 andmanagement

• Uses computer frequently

• Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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, visitwww.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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.