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.
Summary:
The Senior Principal Consultant 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 and obtained at least one Genesys Cloud Certified Professional certification
-
Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
-
Follows PS implementation standards
-
Assesses complex project situations to make appropriate recommendations to both Genesys and the customer
-
Initiates and suggests process improvements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions
Major Responsibilities/Activities:
The Senior Principal Consultant is responsible for delivering Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products.
Solution Deployment (85%)
-
Delivers Customer experience and Digital transformational engagements including the following technologies:
-
Artificial Intelligence
-
Implementing Bots and various AI solutions: Google DialogFlow, Amazon Lex, Amazon Polly, Google TTS, Omillia, etc
-
Social Media Integrations, Chatbots, SMS Messaging
-
Expertise in Genesys Cloud deployoment Telephony Configuration - BYOV, BYOC, BYOC-P
-
SIP, WebRTC, and Voice based Architecture, and troubleshooting
-
Experience with software integration into large and complex environments.
-
Networks and network security concepts (Encryption)
-
Web technology and application servers (HTML, Tomcat, Jetty and others)
-
Genesys Cloud Embeddable Framework, API’s, Data Actions, Call Flows
-
Genesys Cloud CRM Integrations - SFDC, ServiceNow, ADP, MS Teams, Zoom, ZenDesk, etc.
-
Genesys Cloud SSO Integrations - Okta, OneLogin, SFDC, Azure, Ping Federate, Google, Generic IP.
-
Proven ability to think outside the box when required, and develop creative solutions to complex problems that meet customer requirements
-
Good working experience in project scoping and planning
-
Works in close concert with Project Manager in successfully delivering projects
-
Experience with Agile and Scrum project delivery practices and tools such as Jira.
-
Experience with the change management processes in the Cloud.
-
Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team following best practices and standards
-
Execution of project plan tasks associated with engagements
-
Test plan validation
-
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 Support group 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
Administration (5%)
-
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
Enablement (10%)
-
Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
Minimum Requirements:
-
Bachelor’s degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
-
4+ years of experience with the Genesys Cloud Platform
-
Knowledge on Amazon Web Services (AWS)
-
Development experience build apps and integration leveraging APIs, JSON, and JavaScript
-
8+ years of related experience
-
Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Highly Desired Technical Skills:
-
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
Business Skills:
-
Capable of working on or leading a team through a fast paced and complex project
-
Excellent verbal and written business communication skills, including escalation management and information presentation
-
Knowledge of Cloud change control processes
Work Context:
-
Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)
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.
$128,400.00 - $238,600.00
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 [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.
Top Skills
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.
.png)
_0.png)
