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.
Job Description
Job Title: Professional Services Consultant – Genesys Cloud
Department & Team: COE Professional Services Organization - Manila
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 engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.
- Follows Professional Services Implementation and Consultation standards.
- Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer. In addition, evaluates if the requirement is within the capability of the product and if not coordinates with the Customer and Project Manager of the limitation and alternatives.
- Initiates and suggests process improvements to Project Managers and Internal Management to increase efficiency in delivery of Genesys Cloud solutions and internal processes.
Major Responsibilities/Activities
The Professional Services Consultant is responsible for delivering Genesys Cloud solutions for Customers or Partners. This position is responsible for developing a high level of expertise across most Genesys products.
Solution Deployment (85%)
- Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
- Delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to
- Flexible to adapt to different project delivery process agreements with customer project engagements.
- May act as a Tech Lead, where the consultant is the main technical POC of the Genesys Project Team for leading the consultation and implementation.
- Follows Professional Services implementation standards.
- Execution of project plan tasks associated with engagements.
- Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
- Regular communication of project status.
- Provides remote/onsite support for customer escalations as needed.
- Maintains on average 72% 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 (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery.
- Maintains friendly and professional attitude in stressful situations.
Administration (5%)
- Maintains accurate and timely submission of timesheets (Project & Attendance), expense reports, and project- related forms.
- Maintains regular internal communications with project team, team lead, and manager.
- Provides feedback, creates, and updates to internal process through internal documentation.
- Follows standard department processes.
Training (10%)
- Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications.
- Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).
- Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).
Minimum Requirements
- Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience
- 2 years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience.
- Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience.
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
- Flexible on the working shift based on project/client arrangement.
- Knowledge of Contact Center Solutions/Technology
- Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging.
- Understands flow chart-based designs.
- IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
- Knowledge on Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)
- Knowledge on Service Management and Support delivery (Care-like structure)
- Software: MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Technical Skills (Added advantage)
- Knowledge of HTTP requests, REST web services, and JSON.
- Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.
- Software: MS Visio, Wireshark, DHCP/DNS
- Knowledge of Amazon Web Services (AWS) is an added advantage.
- Knowledge in Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications is an added advantage.
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is an added advantage.
Business Skills
- 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 and 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.
Job Location: Manila, Philippines
Position Type: Full-Time/Regular
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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 [email protected]. 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.
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What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
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