Senior Technical Delivery Lead - Professional Services

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: Remote; This opportunity may work anywhere in the US and is not limited to the states it is tagged to.

Internal Job Title: Sr. Principal PS Consultant – Genesys Cloud

Overview:

In this role, you’ll work closely with customers as a technical lead on initial delivery plan(s) and on-going technical needs. You’ll support broadening the effect of Genesys technology to meet their business goals and help guide the evolution of the platform by identifying new deployment patterns and solutions. You will provide vision and thought leadership while promoting the use of Genesys technology to enable customer success and support its development and growth into new domains by working closely with industry experts throughout the company.This opportunity is a part of the Professional Services organization. As part, you’re positioned as the consulting and implementation arm of Genesys. The team supports our customer’s technology journey and solutions projects aligned to Genesys Cloud.

The position requires an individual with an engineering and pragmatic mindset, and a history of adapting a clear vision based on the customers maturity and structure. The goal is to align Genesys to their business strategy by delivering more value with greater velocity.

What’ll you’ll do:

• 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

• Identify engagement risks and solves the issues in a proactive manner 

• Assist the support group in performing service call/maintenance activities as required.

• 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.

 What you’ll bring to the table:

• 7-10 plus years of experience designing, implementing, and/or administrating enterprise solutions/systems that leverage the call center technologies.

• Demonstrated work in a technical solutions and delivery capacity within the context of the Genesys Cloud Platform

• IP Telephony:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)  

• Hands on experience in designing and programming complex applications leveraging APIs, JSON and/or JavaScript.

• Experience with automation, configuration, and infrastructure-as-code tools like Terraform, CloudFormation, or Ansible.

• Experience with current technology implementation patterns including service-oriented and cloud.  

#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.