PS Consultant (Gensys Cloud)

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.

Role Overview

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 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 Genesys Cloud Implementation 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%)

• Works in close concert with Project Manager in successfully delivering projects.
• 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
• Follows PSO implementation standards
• 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

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.

Training (10%)

• Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications

Minimum Requirements:

• Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
• 2+ years of related experience
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
• Flexibility to work across different time zones
• Flexibility to take up a managed services role (managing a customer environment), if there is business need
• Resource should be flexible for working in NA Shift Projects as well.

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 Skill:

• 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

Work Context:

• Communicates regularly with colleagues and management
• Uses computer frequently
• Occasionally travels to customer and business meeting sites, including international locations
• Valid Passport for international Travel

#LI-GR1

#LI-Remote

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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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[email protected].

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.