Principal Consultant

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.

Principal PS Consultant 

Summary: 

In this role, you’ll work closely with customers to 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 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 of this, you’re responsible for supporting our customers’ technology journey and transformative work within Genesys Cloud. This includes five key areas:   

• Demonstrates technical and 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 efficiency for delivery of Genesys Cloud solutions  

Major Responsibilities/Activities: 

The consultant 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  

• Configure and deliver Genesys Cloud and support transition from sales to delivery for PS engagements as required for key customers and to load balance with the rest of the team  

• Follows PSO (Professional Services Organization) 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 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 fo