Sr. Principal/Lead Professional Services Consultant

Genesys empowers more than 7,500 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.

Job Summary

The position is integral to the on-going 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

Major Responsibilities/Activities

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.

Solution Deployment (85%)

• 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 on 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

Administration (5%)

• 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.

Training (10%)

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

Minimum Requirements

• Bachelor’s degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
• Experience with Conversational and Generative AI
• Knowledge on Amazon Web Services (AWS)
• Development experience build 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)

Highly Desired Technical Skills

• IP Telephony & Hardware:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
• Cisco/Juniper/other network routing and switching devices is an added advantage.

Business Skills

• 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 assig