Genesys Cloud Principal Consultant

Verizon Communications • Temple Terrace, FL

278d • Remote

About The Position

The Genesys Cloud Principal Consultant is a Consulting Services Principal Consultant viewed by the customer as a subject matter expert responsible for solution architecture and consulting related to the implementation of complex contact center solutions involving the Genesys suite of products. This role requires strong interpersonal and technical skills, along with a comprehensive understanding of Center related technologies and their interdependencies. The Principal Consultant leads contact center solution design and coordinates with various technology vendors to create comprehensive solutions that meet customer requirements. The ideal candidate is highly motivated and takes initiative to drive successful engagements.

Requirements

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience in implementation and solutions with a specific focus on Genesys-based solutions.
• Fully certified with all Genesys Cloud certifications.
• Willingness to travel up to 25%.

Nice To Haves

• Demonstrated ability to lead and drive an implementation from discovery through production rollout.
• Ability to identify problems, analyze them and provide potential solutions.
• Ability to manage multiple tasks and projects across various organizations and global regions.
• Strong leadership, negotiation, conflict resolution and consensus-building skills with business and technical groups.
• Ability to take initiative.
• Ability to lead a diverse team through delivery of a complex integrated solution platform.

Responsibilities

• Perform Pre-Sales activities; Translate customer business issues/opportunities into technical solution/business requirements.
• Support customer and Verizon cross-functional teams through the sales, implementation, and support lifecycles.
• Partner with cross-functional CS teams to develop integrated end-to-end solutions for customer.
• Lead remote/on-site collaboration with client business, technical and operations departments head levels.
• Develop Functional Specification Document to define agreements for specified work and related charges.
• Create custom scripting with Python and Genesys Cloud APIs/SDK.
• Deliver training to customer end-users, admins, and developers on Genesys functionalities.
• Manage reporting, performance views, dashboards, and designs external interfaces for extraction of Genesys Analytics into external data warehouses.
• Provide significant non-customer-facing contributions through activities including PS Design, Configuration and Testing software testing and maintenance.
• Develop use cases and identify need for enhancements to current technologies.
• Work as a trusted Advisor and develop training, lead training sessions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Telecommunications
• Education Level: Bachelor's degree