Sr. Professional Services Consultant

📁
Professional Services
📅
1900012I Requisition #

“We are flexible on location in Germany as long as you have strong transport links for travel."


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. 

 


Key Responsibilities:

 

The primary responsibilities for this role include (but are not limited to).


 

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 proactively solves the issues.
  • Assists the Support group in performing service call/maintenance activities as required.
  • Provide technical training to internal or external resources as needed.
  • Maintains a 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 the 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 Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.
  • 0-3 years of related experience.
  • Open to fresh graduates.
  • Implementation and/or Administration of Genesys PureCloud software is preferred.
  • Fluent in German and English, an additional language a plus.


Technical Skills

  • 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).
  • Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7.
  • Knowledge of Amazon Web Services (AWS) is a plus.


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


About Genesys


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 ServiceSM 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 CloudTM, 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. #LI-AW1

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