200000OP Requisition #

Solution Consultant Job Description


Position Purpose

The Solution Consultant is part of customer centric field (sales) team that develops identified business opportunities. The Solution Consultant drives business-focused solution discoveries with customers, identifying and qualifying customer expected business outcomes and mapping them to Genesys offerings and a roadmap to achieve the “first time value”.

Key Responsibilities

A Solution Consultant is responsible for demonstrating the value and defining the impact a customer can realize with the Genesys offers. The solution consultant act as a trusted advisor to our customers in their transformational journey, educating and inspiring them to the Genesys vision.  Very knowledgeable about the industry business trends and technology innovation and Genesys offers, he/she guide the customer and manage the concerns and risk. 


Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):


Customer Facing Responsibilities

  • Meeting with our prospective customers as a trusted, developing a deep understanding of their current environment, key business challenges and goals, and helping them envision the benefits that can be realized with Genesys.
  • Effectively communicates Genesys strategic vision and unique capabilities to customers, connecting them to the customers’ business and shares a compelling plan on how Genesys can help solve the customers business challenges.
  • Critically evaluates customer requirement specified in RFP/RFI against Genesys Offer capability and created an accurate response.
  • Proactively identifies and manages customer concerns or risk in order to guide the customer to the best fit offer.
  • Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors – ensuring customer satisfaction and broader adoption, consumption of the Genesys offer.
  • Brand advocate


Internal responsibilities

  • Take constant action to maintain the appropriate level of knowledge (participate in all appropriate product, sales, and procedural trainings and certifications)
  • Providing an open and continuous knowledge transfer to both customer centric team (POD) as internal product and marketing organizations
  • Understand the customer buying journey by connecting with the Marketing Sales Development Representative or Customer Success Manager
  • Helping facilitate a smooth transition from pre-commit to implementation by providing adequate knowledge transfer regarding the scope and requirements of the project, ensuring a seamless onboarding experience


Required Qualifications

  • Demonstrates a successful track record working as a pre-sales expert for a company selling Enterprise Cloud Applications
  • Strong understanding and experience of CX industry as it relates to contact centers, digital, online and platforms.
  • Demonstrate excellent knowledge in CX transformation practices and models
  • BS or BA degree or equivalent work-related work experience
  • Passionate and curious about technology evolution and how it is transforming industries (cloud, platforms, big data, AI…)
  • Strong ability to build relationships at all levels, internally and externally
  • Approaches problems with a solution mindset and out of the box thinking
  • Strong presentation skills – be credible and inspiring in front of all levels of management, including an executive audience e.g using story telling or workshops
  • Strong business acumen - including business benefit calculations
  • Excellent Time management: manage multiple competing priorities, in a fast-paced, collaborative environment
  • Positive attitude and high willingness to learn 
  • Ability to travel up to 50%
  • Be able to work independently & as part of a team in a fast pace, rapid change environment

Skills and Competencies

Competencies in bold are part of the Genesys framework


How we Think:

  • Apply Industry, business and financial knowledge
  • Apply knowledge of Genesys products, solutions, offerings and technology
  • Problem solving/Solution mindset
  • Cultivates Innovation
  • Demonstrate value and impact for the customer


How we Own It

  • Leverage Sales Process, Tools and Resources
  • Acquiring, Retaining and Growing Customers
  • Objection handling and risk management
  • Social Selling


How we Interact

  • Collaborates
  • Communicates effectively


How we Show Up

  • Being Resilient
  • Situational Adaptability
  • Nimble Learning



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