Professional Services Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Professional Services Consultant Genesys Cloud Implementation

Department & Team:

COE Professional Services Organization - India

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 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 Cloud solutions

Major Responsibilities/Activities

The Genesys Cloud Implementation Consultant is responsible for delivering Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products.

Technical Consultation

• Works in close concert with Project Manager in successfully delivering projects.
• Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM)
• 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

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 new Genesys product releases through internal training shadowing or experienced consultants lab development and industry standards training/certifications

Minimum Requirements

• Bachelors 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 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.
• Flexibility to work across different time zones
• Flexibility to take up a managed services role (managing a customer environment) if there is business need
• Demonstrate flexibility to adjust working hours to match customer and team interactions. Flexibility to support North America hours will be a plus (at least until 3:30pm ET).

Technical Skills

• Knowledge of HTTP requests REST web services and JSON
• Genesys cloud implementation skills Voice Telephony Digital outbound scripts
• IP Telephony & Hardware: 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 NodeJS Python PHP web application development scripting tools and methods
• Operating Systems: Windows 200/2008/2012R2 XP Vista Windows 7
• Knowledge on Amazon Web Services (AWS) is a BIG 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 (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 andmanagement
• Uses computer frequently
• Occasionally travels to customer and business meeting sites including international locations
• Valid Passport for international Travel

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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