PS Consultant (Genesys Cloud Implementation)

📁
Professional Services
📅
2000015S Requisition #

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 PureCloud 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 PureCloud solutions

Major Responsibilities/Activities

The PureCloud Implementation Consultant is responsible for delivering Genesys PureCloud 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 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

Minimum Requirements

  • Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
  • 3 years of related experience
  • Prior experience with Genesys PureCloud Implementation and/or Administration is highly desirable but not a requirement
  • Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Technical Skills

  • Knowledge of HTTP requests, REST web services, and JSON
  • IP Telephony & Hardware:  Genesys PureCloud 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

Business Skills

  • Capable of working on or leading a team through a fast paced and complex project.
  • Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
  • Prior experience in working in a customer facing role
  • 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
  • Demonstrate flexibility to adjust working hours to match customer and team interactions

Work Context

  • Communicates regularly with colleagues and management
  • Uses computer frequently
  • Occasionally travels to customer and business meeting sites, including international locations
  • Valid Passport for international Travel

About Us:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 

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