Sr. Ps Consultant

Demonstrates product expertise in most Genesys PureCloud 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 Senior Consultant is responsible for delivering Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across most Genesys products. Determining customer needs and developing creative vision to resolve their challenges

**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 Administration is highly desirable
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

**Technical Skills**
- Knowledge of HTTP requests, REST web services, and JSON
- IP Telephony, hardware and protocols: Genesys PureCloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.), SIP, RTP and WebRTC
- Cisco/Juniper/other network routing and switching devices is an added advantage.
- Experience working with bots on platforms like Google Dialogflow and Amazon Lex with webhook/fulfillment experience and development skills is a bonus
- Knowledge on Amazon Web Services (AWS) and serverless funcions such as AWS Lambda is desired

**Business Skills**
- 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, Spanish is highly desirable), 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

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**Covid-19**:
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.

**Reasonable Accommodations**:
**About Genesys**:
**Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marita