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.

Job Title: Senior Professional Services Consultant (Spanish or Portuguese Bilingual) Genesys Cloud Implementations

Department & Team: COE Professional Services Organization - Manila

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:

• Act as a Tech Lead and demonstrate product expertise in most Genesys Cloud products
• Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant build engineer or technical lead.
• Follows Professional Services implementation standards.
• Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the addition evaluates if the requirement is within the capability of the product and if not coordinates with the Customer and Project Manager of the limitation and alternatives.
• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions

Major Responsibilities/Activities

The Senior Professional Services Consultant (Bilingual) is responsible for leading delivering and supporting Genesys Cloud solutions for Customers or Partners particularly for the LATAM region. This position is responsible for developing a high level of expertise across most Genesys products.

Solution Deployment (85%)

• Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
• Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to
  • Pre-Sales Scopes and Estimates Effort in collaboration with the sales team.
  • Discovery and Requirements Gathering Scoping and Level of Effort Understands customer and business requirements which deliversGenesys Standard Based Documentation and Design Requirements.
• Proof of Concept Implementation Preliminary implementation of the initial requirements for feasibility. o Build Implementation and Integration
• Base Configurations (Contact Center Based such as Skills Wrap-up Codes Queues Users Roles Phone Settings Phone Numbers etc.)
• Telephony Configuration (SIP Trunks Genesys Edge Device Pairing Cloud or Bring Your Own Carrier Based)
• Call Flow Development
• Agent Display Scripting Configuration
• Outbound Campaign/Dialer Configurations
• Integrations AppFoundry / Expert App Implementation Data Actions from CRM based platforms and/or SSO
• Reporting Out of the Box based on Genesys Cloud
• Unit Testing
• Quality Assurance and User Acceptance Testing Support o End-User Training or Transfer of Information (ToI)
• Agent Administrator Supervisor Salesforce Outbound Campaign/Dialer.
• Pre-Go Live Preparation Go-Live Support Post Go-Live Support Hyper Care Support o Concierge/Early Adoption Service (White-Glove Service) - provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform. o Managed Services
• Operational Service Management
• Move Add Change Delete (MACD)
• Change Management & Ticket Triage
• Conducts Change Deployments
• General knowledge on omnichannel such as Voice Email Chat SMS and/or Social Media
• Staff Augmentation
• Assigned as a dedicated resource for a particular project that works under the customers project team along with its process and target deliverables.
• Project Change Implementations o Consult & Assist Delivery

• Flexible to adapt to different project delivery process agreements with customer project engagements.
• Act as a Tech Lead leading a project implementation.
• Follows Professional Services implementation standards.
• Execution of project plan tasks associated with engagements.
• Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
• Regular communication of project status.
• Provides remote/onsite support for customer escalations as needed.
• Maintains on average 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 (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery.
• Maintains friendly and professional attitude in stressful situations.

Administration (5%)

• Maintains accurate and timely submission of timesheets (Project & Attendance) expense reports and project- related forms
• Maintains regular internal communications with project team team lead and manager.
• Provides feedback creates and updates to internal process through internal documentation
• Follows standard department processes.

Training (10%)

• Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery implementation etc.) including knowledge transfer of specific skills.
• Continues to stay abreast of new Genesys product releases through internal training shadowing experienced consultants lab development or industry standards training/certifications
• Consistently completes Genesys-based Compliance Trainings (e.g. GDPR HIPAA PCISecurity etc.).
• Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional and/or Genesys Cloud Specialist).

Minimum Requirements

• Bachelors degree in Telecommunication/Computer Engineering/Computer Science Computer Technology/Information Technology/or related discipline or equivalent professional technical experience
• 3 years of related experience in Contact Center technology Solutions Deployment and/or equivalent industry experience.
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience.
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Technical Skills

• Knowledge of Contact Center Solutions/Technology
• Knowledge of HTTP requests REST web services and JSON.
• Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant) Email SMS Chat or Messaging.
• Understands flow chart-based designs.
• Knowledge in third party software integrations such as Salesforce Zendesk ServiceNow JIRA etc.
• IP Telephony & Hardware: Genesys Cloud Edge Audiocodes Cisco Gateways IP Telephones (Polycom Cisco etc.)
• Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)
• Software: Wireshark DHCP/DNS MS Visio MS Office (Word Excel PowerPoint Access) Email (MS Outlook)
• Knowledge of Amazon Web Services (AWS) is an added advantage.
• Knowledge in Networking fundamentals (Cisco/Juniper/other network routing switching devices DHCP/DNS) and certifications is an added advantage.
• Software Development experience in Java and C#.NET Python PHP web application development scripting tools and methods is an added advantage.

Business Skills

• Capable of working on and 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.
• Bilingual proficiency required: Candidate must be fluent in either Spanish or Portuguese with strong written and verbal communication skills sufficient to conduct customer meetings deliver training manage escalations and produce professional documentation in the selected language.
• 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.

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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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