Sr. Principal Consultant - Technical Architecture Team

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Location: Virtual, North America

Team: PS NA Architecture

Job Summary:

This principal level consultant is aligned to one of our premier architecture teams within the North American region. They work with some of our most visible customers at varying levels of complexity. A siginifcant amount of this teams work is spreaheading Genesys Cloud solutions and delivery in line with projects focused on migration from on premise technologies. To be successful we expect this person to have a blend of skills, some examples of work we like to see are business continuty planning and recovery, techno-functional knowledge of customer experience (CX) and relationship management solutions, digital transformations, and AI capabilities. They embrace challenge, enjoy being tasked to solve complex problems with technology and provide guidance and teaching when necessary.

During the interview process we'll want to learn more about proven ability to design and deliver in this space as a project leader. We expect this person to be proactive and bring ideas to life that align to the customers long term business strategy and CX goals.

Key Areas of Responsibilities:

• Lead the technical aspects of Genesys Cloud implementation during all stages of the project lifecycle: Business Requirements and Analysis, Technical Design, Leadership during Implementation and Integration of the solution, successful customer acceptance and production rollout.

• Work with Project and Program Manager(s) and channel partners to manage technical scope of the project, identify (project) risks and define mitigation plans.

• Lead and motivate a team of technical consultants within the framework of the project to ensure successful completion and production go-line

• Assess complex project situations and make appropriate recommendations to both the Customer and to the Genesys delivery team

• Lead technical discussions with customers during both presales and project delivery.  Help scope and provide effort estimates for projects.

• Follows Genesys PSO implementation standards and contributes to improvements of Genesys Delivery methodology

• Initiates and suggests process improvements to increase efficiencies for delivery of Genesys Cloud solutions

• Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications and helps to contribute to the training curriculum for internal teams

Qualifications/Skills

• Bachelor’s or Master’s degree in Telecommunication/ Engineering or equivalent experience

• 10+ years of related industry experience preferably in the Contact Center domain with strong Professional Services background in delivering complex solutions

• Good working knowledge of the Genesys Cloud platform or diverse experience work with other CcaaS cloud platforms

• Demonstrated experience in translating customer business requirements into practical solutions at scale.

• Extensive analytical skills and the ability to troubleshoot complex implementation and system integration issues as they come up services delivery

• Passion for new technologies and optimizing implementation and delivery processes

• Experience with the change management processes in the Cloud.

• Willingness to travel to customer sites as required (typically less that 50% required)

Others describe you as…

• An influencer: you can spot opportunities and influence your colleagues around you to get behind big ideas

• A self-starter: You have a positive, can-do attitude and sense of urgency to bring projects to closure promptly

• Agile: You thrive in fast-paced environments, are adaptable to change, and are undaunted by deadlines

• Metric-driven: You use facts and data to understand what works, make decisions, and maximize results

#LI-Remote

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.  

$121,500.00 - $238,400.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

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