Principal Consultant - CCaaS Delivery

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: Virtual, WFH Opportunity. US Based

Job Summary:

In this role, you’ll build and deliver contact center and customer experience solutions and services based on Genesys cloud and other related technologies to meet customer’s business goals. You will provide technical leadership while promoting the use of Genesys products to enable customer success and support its development and growth into new domains by working closely with industry experts throughout the company. This position requires an individual with a consultative mindset and ability to understand customer's challenges. The goal is to align Genesys business strategy with customer goals by delivering more value to the customers with greater velocity and within the boundary of technical constraints.

This opportunity is a part of the NA Professional Services organization. As part of this, you’re responsible for supporting our customers’ technology journey and transformative work within Genesys Cloud. This includes four key areas:

• Demonstrates technical and product expertise in most Genesys Cloud products.

• Provides top-quality consultative services for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer.

• Follows PS implementation standards and suggests process improvements for the project team to increase efficiency for the delivery of Genesys Cloud solutions.

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

Major Responsibilities/Activities:

• Responsible for delivering Genesys Cloud solutions for customers or partners with high level of expertise across the majority of Genesys products and features.

• Implement, troubleshoot, and support Genesys Cloud contact center software solutions in a wide array of configurations and customer environments both remotely and on-site.

• Execute project plan and tasks associated with engagements 

• Supports testing and validation and troubleshoot bugs as necessary

• Develop materials and present them to the customer for custom service opportunities

• Provide onsite/remote support for customer escalations as needed 

• Maintain on average 70% utilization for billable projects 

• Identify engagement risks 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 

• Maintains regular internal communications with the project team, team lead, and manager 

• Provides feedback and updates to internal processes through internal documentation 

• Continues to stay abreast of technology through internal training, lab development, and industry-standard training/certifications.

Key Qualifications: 

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

• 3+ years of experience with the Genesys Cloud Platform.

• IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, IP Telephony (Polycom, Cisco, Oracle, Avaya etc.), SIP trunking.

• Software: Python, MS Visio, MS Office (Word, Excel, PowerPoint).

• Knowledge of PBX ACD, CTI, IVR, and other contact center-related technology. 

• Development experience building apps and integration leveraging APIs, JSON, and JavaScript.

• Knowledge of CRM, payment processing and authentication cloud applications is a nice to have but not required.

#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 might also be eligible for a commission or performance-based bonus opportunities.  

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

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.