Professional Services
2000019W Requisition #


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 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 Genesys Cloud solutions

Key Responsibilities:

The Genesys Cloud Implementation Consultant is responsible for delivering Genesys Cloud & Voice Routing 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%)
•    Act as the lead interface for all the deployments
•    Responsible for architecting the implementation design
•    Responsible for developing routing strategies and deploying Genesys applications in customer environments focusing on implementing solutions using Genesys Voice suite of products such as TServer, GVP, SIP Server, URS, ORS
•    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
•    2 years of related experience
•    Prior experience with Genesys Voice or Cloud 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:

•    Practical knowledge working with various Voice and Digital media technologies (Voice, chat, social media, mobile web applications, etc);
•    Working knowledge of IRD/Composer Environment and strong familiarity around this environments for developing routing strategies
•    Understanding of common web application architectures
•    Knowledge of HTTP requests, REST web services, and JSON
•    IP Telephony & Hardware:  Genesys Genesys Cloud 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 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.

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