PS 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 (PS) Consultant Genesys Cloud

Department & Team:

COE Professional Services Organization - India

Job Summary

The position is integral to the on-going technical solution deployment and technical application build/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 advisor and/or engineer

Follows PS implementation standards

Assesses complex Genesys Cloud implementations to make appropriate recommendations to both Genesys and the customer

Initiates and suggests process improvements to Project Managers / Service Delivery Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions or support

Major Responsibilities/Activities

The Genesys CloudImplementation/Custom solutionsConsultant is responsible for delivering and supporting Genesys Cloud/Digital/Custom solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.

Technical Consultation

Works closely with Project Managers / Service Delivery Managers in successfully delivering implementation and support projects.

Delivers technical implementation activities post-sales for PS engagements as required for key customers and to load balance with the rest of the team

Follows PS implementation standards

Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM)

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

Collaborate and consult directly with customers as an individual contributor in our Professional Services team.

Engage critical thinking from pre-sales through software design development testing deployment and support.

Developfront middle and back-endsoftware for components services applications and tools integrated with Genesys Cloud and other Genesys platforms.

Be prepared to operate on one or more projects at a time due to skill demand.

Create designs in collaboration with a larger project team showing good judgement in selecting the latest methods for cloud security and infrastructure software development.

Flexible to support post-production (Operations Service Management) type projects

Own the troubleshooting of production solutions where necessary.

Operate within both Agile and Waterfall engineering methods.

Meet expectations of the Professional Services processes such as within-budget and quality deliverables time and status reporting mentoring best practices documentation debriefs and training certification up-keep.

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 experienced consultants lab development and industry standards training/certifications

Minimum Requirements

Bachelors degree in a Computer Engineering/Computer Science/Computer Technology/Telecommunication or related discipline or equivalent professional technical experience

2 years of related experience

Prior experience with Genesys Cloud Implementation and/or Administration

Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Candidate should be flexible for working in NA Shift.

Flexibility to take up a operational service management role (managing a customer environment) if there is business need

At least 4 years of commercial software development experience with some of that time developing applications for cloud platforms.

Documented experience gathering business requirements analyzing complex problems and developing (with technology) solutions to meet customer needs.

Proven experience to communicate complex technical concepts to both technical and non-technical audiences.

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 Java and C#.NET Python PHP web application development scripting tools and methods is aBIG Plus

Operating Systems: Windows 200/2008/2012R2 XP Vista Windows 7

Knowledge on Amazon Web Service (Lambda etc.)

Developed software for the Contact Center preferably with Genesys technologies.

Experience with high-availability high-performance and scalable programming techniques.

Experience with distributed systems microservices and AWS cloud technologies.

Working knowledge of C#.NET and Java coding for multi-threaded applications.

Be confident of programming event-based systems and understand technology principles of such architectures.

Able to write DML for well-known databases as well as experience with NoSQL engines such as DynamoDB and Cassandra.

Understand Salesforce Dynamics and similar customer management applications that includes configuration and programming.

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

#LI-Hybrid

#LI-GR1

If a Genesys employee referred you please use the link they sent you to apply.

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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