Sr. Principal Professional Services Consultant

Sr. Principal Professional Services Consultant

Join to apply for the Sr. Principal Professional Services Consultant role at Genesys.

The position is integral to the ongoing 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.

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 an average of 70% utilization for billable projects.
• 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.
• Provide 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 building apps and integration leveraging APIs, JSON, and JavaScript.
• 10+ years of related experience.
• Experience with applications leveraging APIs, JSON, and/or JavaScript.
• 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 of Cloud change control processes.
• Exercises good judgment.
• Strong follow-through, ownership & responsibility on tasks assigned.
• Effective time management and maintains flexibility.

• Communicates regularly with colleagues and management.
• Uses computer frequently.
• Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel).

This role has a market-competitive salary with an anticipated base compensation range of $ - $. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption Assistance.
• Fertility treatments.

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonab You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending.

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