Genesys
Website:
genesys.com
Job details:
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Job Summary
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
Major Responsibilities/Activities
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.
Technical Consultation
- 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.
Administration
- 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.
Training
- Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, and industry standards training/certifications
Minimum 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
- 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
Technical Skills
- Knowledge of HTTP requests, REST web services, and JSON
- IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
- Cisco/Juniper/other network routing and switching devices is an added advantage.
- Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
- Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
- Knowledge on Amazon Web Services (AWS) is a bonus
Business Skills
- 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
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases
- After interviews are complete, our team will follow up with the final steps
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness 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.
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