Senior Principal PS Consultant

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.

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 oneGenesys Cloud Certified Professionalcertification

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:

TheSenior Principal Consultantis 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%)

• DeliversCustomer experience and Digital transformationalengagementsincludingthe following technologies:

• Artificial Intelligence

• Implementing Bots and various AI solutions: GoogleDialogFlow, Amazon Lex, Amazon Polly, Google TTS,Omillia,etc

• Social Media Integrations, Chatbots, SMS Messaging

• Expertise in Genesys ClouddeployomentTelephony 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,Jettyand 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

• 3+ 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

• Experience with applications leveraging APIs, JSON, and/or JavaScript

• Excellent communication skills

• 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 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

Work Context:

• Communicates regularly with colleagues and management

• Uses computer frequently

• Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

Benefits:

• Medical, Dental, and Vision Insurance

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off

• 401(k) matching program

• Adoption Assistance

• Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/

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

Click here to view a summary overview of our Benefits.

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.