Genesys Solution Consultant

Role Objective:

Key Responsibilities:

• Lead the design and implementation of Genesys Cloud solutions, ensuring alignment with client requirements and industry best practices.
• Design, develop, and optimize call flows using Genesys Cloud tools, ensuring high availability, scalability, and performance.
• Provide expert-level consultation on SIP architecture and integration, ensuring robust communication solutions.
• Develop and configure Genesys Architect tools to implement customized solutions for clients.
• Conduct detailed requirements analysis and system assessments, offering solutions that meet the specific needs of clients.
• Troubleshoot and resolve complex issues in Genesys environments, providing timely solutions to ensure minimal disruption to client operations.
• Collaborate with cross-functional teams including project managers, developers, and quality assurance teams to ensure smooth delivery of solutions.
• Deliver technical workshops and training to clients on Genesys systems, ensuring efficient adoption of solutions.
• Stay up to date with the latest features and updates in the Genesys Cloud environment to continuously enhance service offerings.
• Assist in pre-sales activities, including technical scoping, solutioning, and client presentations.

Required Experience & Qualifications:

• 10+ years of experience in a technical consulting role, specifically in the Genesys Cloud environment.
• Extensive experience in designing and implementing call flows and integrating Genesys Architect tools.
• Strong understanding of SIP, including configuration, troubleshooting, and optimization.
• Proven expertise in Genesys Cloud solutions, architecture, and associated technologies.
• Hands-on experience with the Genesys Cloud Platform, including Genesys Routing, IVR, and Workforce Management tools.
• Solid understanding of cloud technologies and modern integration patterns.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, project teams, and leadership.
• Relevant certifications in Genesys or equivalent industry-standard cloud/telecom solutions are a plus.
• Ability to work independently as well as in a collaborative team environment.

Preferred Skills:

• Experience with additional Genesys products such as Genesys Engage or Genesys Cloud CX.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of industry-standard ITSM (IT Service Management) tools for change management, incident management, and problem resolution.
• Expertise in Agile methodologies and experience in agile project delivery.
• Knowledge of programming languages such as JavaScript, Python, or similar to enhance system integration and customization.
• Understanding of Data Analytics tools and techniques in the context of Genesys platforms (e.g., reporting and business intelligence).
• Strong knowledge of telecommunications protocols and standards beyond SIP, such as WebRTC, RTP, or SRTP.
• Certifications in related technologies, such as AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect, or ITIL Foundation certification