Senior Principal 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 6,000 nyonso 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.

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 Quickly 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

The Implementation Engineer 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.

• 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

• Regular communication of project status

• Provides onsite/remote support for customer escalations as needed

• Maintains on average of 70% utilization for billable projects

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• Identifies engagement-related problem areas and solves the issues in a proactive manner

• Assists the Support group in performing service call/maintenance activities as required

• Provides technical training to internal or external resources as needed

• Maintains friendly and professional attitude in stressful situations

• 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.

• Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications

• Bachelor's degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience

• 3+ years of experience with the Genesys Cloud Platform

• Knowledge on Amazon Web Services (AWS)

• Development experience build apps and integration leveraging APIs, JSON, and Java Script

• 10+ years of related experience

• Experience with applications leveraging APIs, JSON, and/or Java Script

• Excellent communication skills

• Software:
  Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

• IP Telephony & Hardware:
  Genesys Cloud Edge, Audio Codes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)

• Cisco/Juniper/other network routing and switching devices is an added advantage.

• Capable of working on or leading a team through a fast paced and complex project.

• Excellent verbal and written business communication skills, including escalation management and information presentation.

• Knowledge of customer service processes.

• Knowledge…