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 6,000 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 Cloud Implementation/Custom solutions Consultant 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.

·       Develop front, middle and back-end software 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

·       Bachelor’s 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 a BIG 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

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About Genesys:

Genesys® empowers more than 8,000 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 www.genesys.com.

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