Sr. Principal Consultant, Technical Delivery Lead

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 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: Virtual, WFH Opportunity. US Based.

Job Summary: 

In this role, you will lead, build and deliver contact center and customer experience solutions and services within the ecosystem of Genesys Cloud capabilities and other related technologies to meet customer’s business goals.You'll oversee the development of innovative, enterprise-level technology solutions that enhance clients’ business performance, reduce costs, and improve scalability. As one of the leading consultants in the service delivery cycle, you will be asked to leverage your technical expertise and business acumen to drive on-going value for our customers.

Given the complexity and visibility of this role, you must have proven ability and working experience designing implementing, and/or administrating enterprise solutions/systems that leverage Genesys Cloud Products.

What’ll you’ll do:

• Lead and execute the technical configuration and implementation of Genesys Cloud technology solutions, including application architecture, infrastructure design, and data integration.

• Serve as a thought leader and trusted advisor to clients on architecture and implementation frameworks, best practices, and emerging technologies.

• Collaborate with internal project teams, partners and customers to ensure smooth delivery of projects.

• Understand how Genesys technology integrates/interfaces with customers` solutions vision based on the maturity of their contact center and other domain areas aligned.

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

• Present complex Genesys technical demonstrations to various levels of staff in a diverse range of customer organizations.

• Identify (project) risks and the definition of mitigation plans. 

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

What you’ll bring to the table:

• 7-10 plus years of experience designing, implementing, and/or administrating enterprise solutions/systems that leverage the call center technologies including Genesys Cloud products.

• Proven ability to lead large-scale projects and teams, including managing senior stakeholders.

• Strong written and verbal communication skills for client-facing interactions, technical documentation, and presentations.

• Ability to translate complex technical concepts into business language for non-technical stakeholders.

• Significant experience in a consulting or client-facing role, ideally with a focus on cloud transformation or IT infrastructure.

• IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, IP Telephony (Polycom, Cisco, Oracle, Avaya etc.), SIP trunking.

• Knowledge of PBX ACD, CTI, IVR, and other contact center-related technology. 

• Development experience building apps and integration leveraging APIs, JSON, and JavaScript.

• Ability to travel onsite to customer's location as required (up to 25%).

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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.  

$128,400.00 - $238,600.00

Benefits:<