Sr. Principal Professional Services Consultant

Sr. Principal Professional Services Consultant

Apply for the Sr. Principal Professional Services Consultant role esys 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 worldwide who embrace empathy and collaboration. While we offer great benefits and perks typical of larger tech companies, our employees have the independence to make a larger impact and take ownership of their work. Join the team and help 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. It encompasses five key areas: product expertise, leading technical engagements for large or strategic customers, adhering to PS implementation standards, assessing complex project situations to advise both Genesys and the customer, and initiating process improvements for Project Managers and other management to increase delivery efficiencies.

• Demonstrate product expertise in most Genesys Cloud products.
• Provide top‑quality service engagements for large or strategic customers, serving as lead technical architect, advisor, and/or engineer.
• Follow PS implementation standards.
• Assess complex project situations and make appropriate recommendations to both Genesys and the customer.
• Initiate and suggest process improvements to Project Managers and other management to increase efficiencies for delivery of Genesys Cloud solutions.

• Work closely with the Project Manager to successfully deliver projects.
• Deliver technical implementation activities from post‑sale to support transition for PS engagements as required for key customers and to balance load with the rest of the team.
• Follow PSO implementation standards.
• Execute project plan tasks associated with engagements.
• Validate test plans.
• Communicate project status regularly.
• Provide onsite/remote support for customer escalations as needed.
• Maintain an average of 70% utilization for billable projects.
• Identify engagement‑related problem areas and proactively solve issues.
• Assist the Support group with service call/maintenance activities as required.
• Provide technical training to internal or external resources as needed.
• Maintain a friendly and professional attitude in stressful situations.

• Maintain accurate and timely submission of timesheets, expense reports, and project‑related forms.
• Maintain regular internal communications with project team, team lead, and manager.
• Provide feedback and updates to internal processes through documentation.
• Follow standard departmental processes.

• Continuously stay abreast of technology through internal training, lab development, and industry‑standard training/certifications.

• Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional experience.
• 3+ years of experience with the Genesys Cloud Platform.
• Knowledge of Amazon Web Services (AWS).
• Development experience building apps and integrations leveraging APIs, JSON, and JavaScript.
• 10+ years of related experience.
• Experience with applications leveraging APIs, JSON, and/or JavaScript.
• Excellent communication skills.
• Proficiency with Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), and MS Outlook.

• IP Telephony & Hardware:
  Genesys Cloud Edge, Audio Codes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.).
• Experience with Cisco/Juniper/other network routing and switching devices.

• Capability to work on or lead a team through a fast‑paced and complex project.
• Excellent verbal and written business communication skills, including escalation management…