PS Consultant

Genesys

15h•Hybrid

About The Position

The position is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. This includes five key areas: Demonstrates product expertise in most Genesys Cloud products, Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical advisor and/or engineer, Follows PS implementation standards, Assesses complex Genesys Cloud implementations to make appropriate recommendations to both Genesys and the customer, Initiates and suggests process improvements to Project Managers / Service Delivery Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions or support. The Genesys Cloud consultant is responsible for delivering and supporting Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.

Requirements

Bachelor’s degree in a Computer Engineering/Computer Science/Computer Technology/Telecommunication or related discipline or equivalent professional technical experience
3+ years of related experience
Prior experience with Genesys Cloud Implementation and/or Administration is mandatory
Knowledge of HTTP requests, REST web services, and JSON
IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
Capable of working on or leading a team through a fast paced and complex project.
Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
Prior experience in working in a customer facing role
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
Demonstrate flexibility to adjust working hours to match customer and team interactions

Nice To Haves

Prior experience working on Genesys Digital Channel customer projects deploying Email, SMS, ChatBot, Social media channels will be a plus.
Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
Flexibility to work across different time zones specifically North America
Flexibility to take up a operational service management role (managing a customer environment), if there is business need
Cisco/Juniper/other network routing and switching devices is an added advantage.
Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
Knowledge on Amazon Web Services (AWS) is a bonus

Responsibilities

Works closely with Project Managers / Service Delivery Managers in successfully delivering implementation and support projects.
Delivers technical implementation activities post-sales for PS engagements as required for key customers and to load balance with the rest of the team
Follows PS implementation standards
Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM)
Execution of project plan tasks associated with engagements
Test plan validation in close collaboration with Quality Assurance team
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains on average of 70+% utilization for billable projects
Identifies engagement-related problem areas and solves the issues in a proactive manner
Assists the Customer Care organization in performing service call/maintenance activities as required
Provide technical training to internal or external resources as needed
Maintains friendly and professional attitude in stressful situations
Collaborate and consult directly with customers as an individual contributor in our Professional Services team.
Be prepared to operate on one or more projects at a time due to skill demand.
Flexible to support post-production (Operations Service Management) type projects
Own the troubleshooting of production solutions where necessary.
Operate within both Agile and Waterfall engineering methods.
Meet expectations of the Professional Services processes such as within-budget and quality deliverables, time and status reporting, mentoring, best practices, documentation, debriefs and training certification up-keep.
Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
Maintains regular internal communications with project team, team lead, and manager.
Provides feedback and updates to internal process through internal documentation
Follows standard department processes.
Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, and industry standards training/certifications