Sr. Principal Consultant, Technical Delivery Lead

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 will lead, build and deliver contact center and customer experience solutions and services within the ecosystem of Genesys Cloud capabilities and other related technologies to meet customer’s business goals.You'll oversee the development of innovative, enterprise-level technology solutions that enhance clients’ business performance, reduce costs, and improve scalability. As one of the leading consultants in the service delivery cycle, you will be asked to leverage your technical expertise and business acumen to drive on-going value for our customers.

Given the complexity and visibility of this role, you must have proven ability and working experience designing implementing, and/or administrating enterprise solutions/systems that leverage Genesys Cloud Products.

What’ll you’ll do:

• Lead and execute the technical configuration and implementation of Genesys Cloud technology solutions, including application architecture, infrastructure design, and data integration.

• Serve as a thought leader and trusted advisor to clients on architecture and implementation frameworks, best practices, and emerging technologies.

• Collaborate with internal project teams, partners and customers to ensure smooth delivery of projects.

• Understand how Genesys technology integrates/interfaces with customers` solutions vision based on the maturity of their contact center and other domain areas aligned.

• Lead efforts to pro-actively craft and propose solutions that clarify how Genesys brings business value to address critical business challenges faced by customers.

• Present complex Genesys technical demonstrations to various levels of staff in a diverse range of customer organizations.

• Identify (project) risks and the definition of mitigation plans. 

• Continue 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 including Genesys Cloud products.

• Proven ability to lead large-scale projects and teams, including managing senior stakeholders.

• Strong written and verbal communication skills for client-facing interactions, technical documentation, and presentations.

• Ability to translate complex technical concepts into business language for non-technical stakeholders.

• Significant experience in a consulting or client-facing role, ideally with a focus on cloud transformation or IT infrastructure.

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

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

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

• Ability to travel onsite to customer's location as required (up to 25%).

#LI-REMOTE

#LI-AR1

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.