Sr Principal Consultant - Technical Delivery

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Location: Remote, North America

Job Summary:

In this role, you’ll work closely with customers to build and deliver contact center and customer experience based on Genesys cloud and other related technologies to meet customer’s business goals. You will provide vision and thought leadership while promoting the use of Genesys technology to enable customer success and support its development and growth into new domains by working closely with industry experts throughout the company. This position requires an individual with a consultative mindset with a clear understanding of the customer's challenges. The goal is to align Genesys business strategy with customer goals by delivering more value to the customers with greater velocity and within the boundary of technical constraints.

This opportunity is a part of the NA Professional Services organization. As part, you’re positioned as the lead consulting and implementation arm of Genesys supporting our customer’s technology journey and transformative work within Genesys Cloud.

What you’ll do:

• Work closely with customers and partners implementing Genesys Cloud during all stages of the project lifecycle.

• Lead efforts to proactively craft and propose solutions that clarify how Genesys brings business value to address critical business challenges faced by customers.

• Provide platform configuration guidance and best practices to customers.

• Understand how Genesys technology with customers` solutions vision.

• Integrate Genesys cloud with 3rd party software and solution providers like CRM, ITSM, SSO etc

• Present complex Genesys technical demonstrations to a diverse range of audiences

• Improve business processes and refine delivery methods as needed.

• Identify (project) risks and provide mitigation plans. 

What you’ll bring to the table:

• 10+ years of Call Center as Service (CCaaS) related experience (Genesys Engage, PureCloud or Genesys Cloud preferred) on-premise and on-cloud.

• Excellent project management (Agile, waterfall, SaFe), communication and customer-facing skills.

• 5 – 10 plus years of experience designing, implementing, and administrating enterprise solutions/systems that leverage the call center technologies; technical depth in contact center consultation is a must.

• Experience consulting and providing technical solutions with customers on top technology trends such as optimization, acceleration, connectivity, business model changes and customer experience.

• Understanding of IP Telephony and telecom and IP protocols (SIP, TCP/IP, WebRTC).

• Hands-on experience in designing and programming complex applications leveraging APIs, JSON and/or JavaScript, DevOps etc preferred.

• Experience with current technology implementation patterns including service-oriented architecture, microservices, API along with cloud (AWS, Azure) knowledge.

• Understanding of business processes and transformation and how they relate to customer experience technology.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. 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.  

$121,500.00 - $238,400.00

Benefits:

• Medical, Dental, and Vision