Technical Customer Consultant

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

The Technical Customer Consultant (TCC) is responsible for delivering technical success to the Genesys Pointillist customers by being a multi-tasking, relentless problem solver, who can represent the Genesys brand in the most complex situations for any caliber of accounts. The TCC must demonstrate professionalism, accountability, and experience to manage and grow customer relationships. They will establish partnership and collaboration inside of the organization, own outcomes, and deliver feedback for continuous improvement while focusing on Genesys Pointillist platform success and seamless utilization.

The TCC will participate in and lead side projects, working through cross-functional boundaries to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. They are expected to be passionate about innovation, understand business strategy, and participate in strategic initiatives as assigned by the leadership.

The TCC will focus on Pointillist as an advanced analytics platform, understand data warehousing, data mart features and how data is accessed and used. The TCC must be proficient in communicating with technical as well as senior business leaders up to the executive level. 

Responsibilities:

• Become a trusted and reliable technical resource for your customers, possessing product knowledge, and helping navigate through architecture, usability, adoption, and best practices questions.
• Collaborate with the Genesys Pointillist Customer Care experts and Product and Engineering leads to prioritize product issues and systemic challenges.
• Build strong relationships with customers and partners on all levels, including technical, business, and executive.
• Participate in project kickoff alignment meetings; understanding what was sold in the scope of work and identify any gaps in what we are expected to deliver.
• Understand complex and detailed technical needs and strategy of the customer and express to the Product Management team, (representing both Product Management and the customer) to come up with today’s scenario and a path to the future.
• Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers’ business or deployment needs.
• Engage with Customers and/or Partners on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path.
• Monitor positive and negative platform usage trends to deliver proactive reviews with recommendations.
• Ability to effectively manage At-Risk situations where a holistic cross-functional plan is developed to address the current state and identify continuous improvement opportunities.
• Travel to customer sites up to 40% of the time

Qualifications/Requirements:

• BA/BS Degree (or equivalent)
• Minimum of 5 years of relevant work experience in one or more areas: Customer Success, Solutions Consulting, Data Analytics or Technical Support.
• Proficient knowledge of data processing, warehousing, and analytics.
• Strong facilitation and problem-solving skills with the ability to drive complex technical conversations to net out required actions.
• Ability to manage/resolve conflicts within a multi-cultural environment by demonstrating genuine empathy, deep respect, and cordial appreciation.
• Also required are abilities to:
  • Work well in a Global and Cross-functional team.
  • Handle and be trusted with confidential and/or sensitive information.
  • Work in a fast-paced, constantly changing environment.
  • Be flexible and handle multiple projects in an organized, timely manner.
  • Work flexible hours as necessary.
  • Be a proactive, innovative thinker.
  • Challenge status quo and foster a continuous improvement attitude.

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.  

$104,000.00 - $216,000.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

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