Senior Solution Consultant

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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 Senior Solutions Consultant works with key strategic, high growth Customers and Partners in North America as a trusted advisor to ensure these customers and partners can fulfill their maximum potential to deliver Empathy and Experience Orchestration at Scale leveraging Genesys software.

The Senior Solution Consultant works with North America customers to perform detailed discovery, facilitate Experience Orchestration Demos, respond to RFx’s, and ultimately work towards winning over prospective customers by showcasing Genesys unique value in the context of their business and technical needs.  The Sr. Solutions Consultant works in a consultative fashion to understand customer needs (technical & functional) and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.

The Senior Solution Consultant will also work with North America partners to educate and empower them on the Genesys unique value proposition and roadmaps to help generate pipeline, be more self-sufficient, drive product co-invention, and to help them be more effective at developing identified business opportunities. This role is imperative to the success of sales opportunities, and to enable our channel ecosystem to perform this iteratively at Scale. You will work with all levels of partner organizations, helping to tailor the joint Genesys messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.

Key Responsibilities

To support defined North America Partners and Customers by understanding the customer’s business needs and mapping them to Genesys unique value in the context of their business and technical needs.

Additionally, you will help partners become adept at Operational Walk throughs / Discoveries: sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities.  This may include sessions inside the contact center to observe the customer experience as well as sessions with team leaders, operational staff, and management.

Typical outputs that you will perform will include: 

• Walk our customers and partners through Genesys solutions via demos, workshops, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators. 
• Presenting recommendations on how partners and customer should embark on improving customer experience.
• Demonstrating the art-of-the possible in the Genesys Solution that closely matches the future state customer experience vision of the stakeholders the candidate works with.
• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.
• Supporting partner and customer responses in RFXs as needed. 
• Educating partners and customers on Genesys Experience Orchestration Value proposition
• Coaching the partners to be self-sufficient to find information
• Seek and recommend process and content improvements internally to make it easier for North America customers and partners to conduct business with Genesys.
• Keep our partners apprised of current and future Genesys product releases through Webinars and content creation.
• A keen understanding of what functionality or capabilities our customers and partners will require in the future and bring that data back to the product team(s) for consideration/prioritization.
• Building and documenting reusable solutions that leverage Infrastructure as Code (IaC), RESTful API’s, cloud services, and other modern technologies to enable the Genesys customer and partner communities.

Minimum Requirements

Hold a bachelor’s degree and 5 years of relevant professional experience, including the following:  

• Technical knowledge covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement or PCI-compliance. 
• Technical knowledge in some of the following areas, such as VOIP, SIP, RTP, Messaging, Carrier Services, Infrastructure, Networking or Security.
• Familiarity with cloud platforms (Amazon Web Services) and cloud application architecture (Microservices, Kubernetes & Docker). 
• Familiarity with Natural Language Underst