Sr. Professional Services (PS) Consultant – Kuala Lumpur, Malaysia

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Professional Services
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19000160 Requisition #
Sr. Professional Services (PS) Consultant – Kuala Lumpur, Malaysia

The Genesys Senior PS Consultant is a technical and CX field leader in the Professional Services team that delivers Genesys solutions to direct customers, strategic accounts, and partners. This role is primarily responsible for the design and overall technical implementation of customer solutions, including accurate documentation of designs and resource scheduling. These tasks focus primarily upon the Genesys PureCloud and PureConnect product suite, with the overall implementation involving issues that span the breadth of IT; it may touch on hardware, virtualized hardware, operating systems, software, telephony, or network.

Meeting customer expectations and timelines are crucial to the success of our team, so excellence in quality and customer service is imperative. Work is performed both remotely and by traveling on site to work directly with the customer.

Solution Deployment
  • Translates customer business requirements into detailed, comprehensive design documentation
  • Schedules and guides technical resources in the completion of technical designs
  • Configures, develops, and troubleshoots customer system configurations according to project documentation 
  • Actively participates in meetings and direct conversations with customers
  • Provides remote support or travels on site as needed
  • Provides end-user training to customer resources
  • Identifies implementation related problem areas and solves the issues in a proactive manner
  • Handles escalations in a direct, calculated manner
Administration
  • 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
  • Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
  • Develops and conducts internal training sessions
Minimum Requirements
  • Bachelor’s degree in Computer Science, Computer Technology, Information Technology, Telecommunications/Computer Engineering related technical discipline, or equivalent professional technical experience
  • Industry standard certifications preferred (ICCE, CCNA, MCSE, etc)
  • 4+ years of call center/CRM solutions implementation or administration experience or 3+ years of Genesys PureConnect/PureCloud software implementation experience
Technical Skills
  • Previous experience with SOAP Web Services, REST APIs, JavaScript, HTML/PHP/CSS is a must.
  • Experience in designing, implementation, and troubleshooting of
    • Enterprise level VoIP, or ESB architecture,
    • SIP, VoIP gateways, IP telephones.
    • Network routing and switching
  • Experience with one of more of the following technologies:
    • Multi-tenant true cloud computing,
    • Web application and security (OAuth, SSL),
    • Databases languages and Crystal Reporting,
    • Distributed systems, microservices architecture
  • Experience in configuration and troubleshooting of DHCP/DNS, Microsoft Hyper-V, VMWare ESXi, Linux Ubuntu/Redhat.
  • Strong knowledge of the Microsoft Office Suite, Wireshark, command line tools
  • Knowledge in Java, Python, .NET, or the ability to learn them quickly is an added advantage.
Business Skills
  • Excellent written and verbal communications in English.
  • Proficient in any other languages is an added advantage.
  • Good interpersonal skills.
  • Creative, analytical, and problem-solving skills.
  • Capable of leading a team through a fast paced and complex project
  • Capable of effectively delegating tasks to a resource pool to efficiently drive a project
  • Thorough understanding of the requirement gathering process
  • Excellent verbal and written business communication skills, including escalation management and information presentation
  • Thorough understanding of customer service processes
  • Thorough understanding of change control processes
Work Context
  • Communicates regularly with customers, colleagues and management
  • Uses computer frequently
  • Travels 40+% to customer and business meeting sites
  • Occasional international travel
  • Installs/removes computer equipment in labs/offices
  • Legally eligible to work in the Malaysia
About Us:

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

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-JM1

Please note that Genesys will not accept resumes from agencies at this time. To be eligible to apply for this role you must be local resident/citizen permitted to work in Malaysia.

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