Senior Principal PS Consultant
Description
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 S enio r 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 S enio r 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%)
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Delivers Customer experience and Digital transformational engagements including the following technologies :
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Artificial Intelligence
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Implementing Bots and various AI solutions: Google DialogFlow , Amazon Lex, Amazon Polly, Google TTS, Omillia , etc
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Social Media Integrations, Chatbots, SMS Messaging
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Expertise in Genesys Cloud deployoment Telephony Configuration - BYOV, BYOC, BYOC-P
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SIP, WebRTC, and Voice based Architecture, and troubleshooting
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Experience with software integration into large and complex environments.
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Networks and network security concepts (Encryption)
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Web technology and application servers (HTML, Tomcat, Jetty and others)
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Genesys Cloud Embeddable Framework, API’s, Data Actions, Call Flows
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Genesys Cloud CRM Integrations - SFDC, ServiceNow, ADP, MS Teams, Zoom, ZenDesk , etc.
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Genesys Cloud SSO Integrations - Okta, OneLogin, SFDC, Azure, Ping Federate, Google, Generic IP.
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Proven ability to think outside the box when required, and develop creative solutions to complex problems that meet customer requirements
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Good working experience in project scoping and planning
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Works in close concert with Project Manager in successfully delivering projects
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Experience with Agile and Scrum project delivery practices and tools such as Jira.
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Experience with the change management processes in the Cloud.
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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
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Execution of project plan tasks associated with engagements
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Test plan validation
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Regular communication of project status
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Provides onsite/remote support for customer escalations as needed
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Maintains on average of 70% utilization for billable projects
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Identifies engagement-related problem areas and solves the issues in a proactive manner
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Assists the Support group in performing service call/maintenance activities as required
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Provide technical training to internal or external resources as needed
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Maintains friendly and professional attitude in stressful situations
Administration (5%)
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Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
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Maintains regular internal communications with project team, team lead, and manager
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Provides feedback and updates to internal process through internal documentation
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Follows standard department processes
Enablement (10%)
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Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
Minimum Requirements:
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Bachelor’s degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
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3+ years of experience with the Genesys Cloud Platform
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Knowledge on Amazon Web Services (AWS)
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Development experience build apps and integration leveraging APIs, JSON, and JavaScript
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8+ years of related experience
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Experience with applications leveraging APIs, JSON, and/or JavaScript
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Excellent communication skills
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Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Highly Desired Technical Skills:
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IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
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Cisco/Juniper/other network routing and switching devices is an added advantage
Business Skills:
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Capable of working on or leading a team through a fast paced and complex project
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Excellent verbal and written business communication skills, including escalation management and information presentation
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Knowledge of customer service processes
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Knowledge of Cloud change control processes
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Exercises good judgment
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Strong follow-through, ownership & responsibility on tasks assigned
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Effective time management and maintains flexibility
Work Context:
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Communicates regularly with colleagues and management
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Uses computer frequently
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Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)
Benefits :
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Medical, Dental, and Vision Insurance
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Telehealth coverage
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Flexible work schedules and work from home opportunities
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Development and career growth opportunities
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Open Time Off
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401(k) matching program
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Adoption Assistance
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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.
$135,600.00 - $238,600.00
Benefits
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Medical, Dental, and Vision Insurance.
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Telehealth coverage
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Flexible work schedules and work from home opportunities
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Development and career growth opportunities
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Open Time Off in addition to 10 paid holidays
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401(k) matching program
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Adoption Assistance
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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.
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