Senior 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.

Location: US Based, Remote

Job Summary: 

As a Senior Principal Consultant in Professional Services at Genesys, you will play a strategic role in the deployment, integration, and support of Genesys Cloud solutions for enterprise customers. You’ll collaborate with cross-functional teams, ensure technical excellence in every implementation, and serve as a trusted advisor to our clients through your expertise and professionalism.

Summary of Responsibilities/Activities: 

• Execute technical implementation activities from post-sale through support transition

• Provide top quality service engagements for large or strategic customers or other accounts serving as the lead technical advisor and/or engineer  

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

• Initiate and suggest process improvements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions  

• Work in close concert with Project Manager in successfully delivering projects  

• Oversee and lead execution of test plans including validation work.

• Maintain on average of 70% utilization for billable projects  

• Identify engagement-related problem areas 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  

Administration (5%)  

• Maintain accurate and timely submission of timesheets, expense reports, and project-related forms  

• Maintain regular internal communications with project team, team lead, and manager  

• Provide feedback and updates to internal process through internal documentation  

• Follow standard department processes  

Minimum Requirements:  

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

• 3+ years of experience with the Genesys Cloud Platform  

• Knowledge on Amazon Web Services (AWS)  

• Development experience build apps and integration leveraging APIs, JSON, and JavaScript   

• 8+ 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 assigned  

• Effective time management and maintains flexibility   

Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)  

#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 m