PS Consultant (Gensys Cloud)
Genesys · Remote · remote · Posted 2d ago
Undisclosed2–7 yrsfulltimeSourced from
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About this role
Job Summary
Role Overview
Major Responsibilities/Activities
Solution Deployment (85%)
Administration (5%)
Training (10%)
Minimum Requirements
Technical Skills
Business Skill
Exercises good judgment
Work Context
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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
- HTTP requests
- REST web services
- JSON
- Genesys Cloud Edge
- Cisco Gateways
- IP Telephones
- Java
- C#.NET
- Python
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
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Serviceemployee referralDNSCustomer Carecomputer engineeringamazon web servicesChange ControlApplication SupportdeploymentcloudCommunication SkillsAdministrationCiscoCustomer RelationshipsArtificial Intelligence
About Genesys
Genesys
Software Product
677
employees
1990
36 years old
Menlo Park, California
United States
About
Genesys provides the AI-Powered Experience Orchestration platform that enables organizations to deliver superior customer and employee experiences.
Industries
Software ProductIT Services & Consulting
Employee ratings
97 reviews
4.0/ 5
Culture
4.2
Career growth
3.5
Work-life
4.2
Employees rate it well for
Work Life Balance13Senior Management11Work Culture11Salary10Job Security9
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