Principal Consultant - CCaaS Delivery

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’ll build and deliver contact center and customer experience solutions and services based on Genesys cloud and other related technologies to meet customer’s business goals. You will provide technical leadership while promoting the use of Genesys products 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 and ability to understand 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 of this, you’re responsible for supporting our customers’ technology journey and transformative work within Genesys Cloud. This includes four key areas:

• Demonstrates technical and product expertise in most Genesys Cloud products.

• Provides top-quality consultative services for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer.

• Follows PS implementation standards and suggests process improvements for the project team to increase efficiency for the delivery of Genesys Cloud solutions.

• Assesses complex project situations to make appropriate recommendations to both Genesys and the customer.

Major Responsibilities/Activities:

• Responsible for delivering Genesys Cloud solutions for customers or partners with high level of expertise across the majority of Genesys products and features.

• Implement, troubleshoot, and support Genesys Cloud contact center software solutions in a wide array of configurations and customer environments both remotely and on-site.

• Execute project plan and tasks associated with engagements 

• Supports testing and validation and troubleshoot bugs as necessary

• Develop materials and present them to the customer for custom service opportunities

• Provide onsite/remote support for customer escalations as needed 

• Maintain on average 70% utilization for billable projects 

• Identify engagement risks and solves the issues in a proactive manner 

• Assist the support group in performing service call/maintenance activities as required.

• Provide technical training to internal or external resources as needed 

• Maintains regular internal communications with the project team, team lead, and manager 

• Provides feedback and updates to internal processes through internal documentation 

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

Key Qualifications: 

• Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.

• 3+ years of experience with the Genesys Cloud Platform.

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

• Software: Python, MS Visio, MS Office (Word, Excel, PowerPoint).

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

• Development experience building apps and integration leveraging APIs, JSON, and JavaSc