Sr. Consultant Engineer - Genesys Contact Center

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

Role Overview

 

The Consultant role is a subject matter expert responsible for the configuring, installing, troubleshooting, and repairing offerings technical solutions for our customers.  The Consultant will lead/contribute to the design, integration, deployment, and maintenance of the customers’ technical infrastructure and services (all aspects of the technology lifecycle) in the Contact Center / Genesys space.

 

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Interprets technology vision into practical application:
• Applies technology to standard methodology.
• Collaborates with offering lead on vision and direction.
• Consolidates field experiences and identifies meaningful trends:
• Makes recommendations to offerings development and national leadership team.
• Patterns in failed\successful projects.
• Analysis on PMO supplied project success data.
• Post-sales library ownership:
• SOW content for the specific offerings.
• Calculators
• Process docs.
• Templates – design/as-built/checklists.
• Provides partial and turn-key project implementation:
• Selective assignments (turnkey).
• Provides design phase oversight selectively.
• Configuring, installing, troubleshooting, and repairing offerings technical solutions for our customer in a Contact Center / Genesys solution environment.
• Technical escalation point for active projects.
• Provides site managers with technical performance updates on engineers.
• Participates in all deep dive PPRs within the practice.
• Support the National Offerings Meetings for all pre-sales/post-sales engineers.
• Attending seminars as requested by the Professional Services Management Team.
• Consistent, accurate and timely tracking of client work, service calls, and related documentation including timesheets.
• Travel: To Customer sites as needed. Access to a vehicle is required.

Additional job responsibilities include, but are not limited to:

• Understand and articulate all NWN Carousel service offerings and capabilities.
• Maintains knowledge of market trends, technology trends, business challenges and priorities.
• Represent NWN Carousel with contractors, suppliers, customers, departments, and other parties as required.
• Optimizes and leverages available systems, tools, and resources including project tracking and reporting tools.
• NWN Carousel Pipeline reporting within the account to the Sales Management team.
• Mentor less experienced team members when asked.
• Other responsibilities as assigned.

 

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• 3-5+ years of experience with detailed working knowledge configuring, supporting, upgrading the following technologies:
• Genesys Cloud Contact Center experience required including provisioning and advanced configuration on the platform.
• Demonstrated ability to understand and architect the Genesys environment with scripting and integrated peripheral systems with features such as API integration, multi-channel routing, Skill based & Intelligent Routing.
• Genesys Cloud Contact Center design and deployment experience
• Experience with CCB, Post Call Survey, Outbound Dialer preferred but not required.
• Ability to work outside of normal business hours based on customer and project requirements.
• Ideally Preferred: Genesys Certified Professional (GCP) or Genesys Cloud Architect Certified Specialist