Major Responsibilities/Activities
The Genesys Cloud Implementation/Custom solutions Consultant is responsible for delivering Genesys Cloud/Digital/Custom solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.
Solution Deployment /Development
- Act as the lead interface for all the deployments
- Responsible for architecting the implementation design
- 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
- Regular communication of project status
- Provides onsite/remote support for customer escalations as needed
- Maintains healthy utilization for billable projects
- Provide technical training to internal or external resources as needed
- Maintains friendly and professional attitude in stressful situations
- Flexible to support post-production (Operations Service Management) type projects
- Collaborate and consult directly with customers as an individual contributor in our Professional Services team.
- Engage critical thinking from pre-sales through software design, development, testing, deployment, and support.
- Develop front, middle and back-end software for components, services, applications, and tools integrated with Genesys Cloud and other Genesys platforms.
- Be prepared to operate on one or more projects at a time due to skill demand.
- Create designs in collaboration with a larger project team showing good judgement in selecting the latest methods for cloud, security, and infrastructure software development.
- Own the troubleshooting of production solutions where necessary.
- Operate within both Agile and Waterfall engineering methods.
- Meet expectations of the Professional Services processes such as within-budget and quality deliverables, time and status reporting, mentoring, best practices, documentation, debriefs and training certification up-keep.
Administration
- 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
- 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
- 3+ years of relevant experience in customer-facing Genesys PS implementation projects.
- Prior experience with Genesys Cloud Implementation and/or Administration is mandatory
- Prior experience working on Genesys Digital Channel customer projects will be a plus. Experience in deploying Email, SMS, ChatBot, Social media channels will be a plus.
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
- You have at least 4 years of commercial software development experience with some of that time developing applications for cloud platforms.
- Documented experience gathering business requirements, analyzing complex problems, and developing (with technology) solutions to meet customer needs.
- Proven experience to communicate complex technical concepts to both technical and non-technical audiences.
- Demonstrate flexibility to adjust working hours to match customer and team interactions. Flexibility to support North America hours will be a plus (at least until 3:30pm ET).
Technical Skills
- Knowledge of HTTP requests, REST web services, and JSON
- 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.
- Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Software Development experience in Java or C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
- Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
- Knowledge on Amazon Web Service (Lambda, etc.)
- Developed software for the Contact Center, preferably with Genesys technologies.
- Experience with high-availability, high-performance and scalable programming techniques.
- Experience with distributed systems, microservices and AWS cloud technologies.
- Working knowledge of C#.NET and Java coding for multi-threaded applications.
- Be confident of programming event-based systems and understand technology principles of such architectures.
- Able to write DML for well-known databases as well as experience with NoSQL engines such as DynamoDB and Cassandra.
- Understand Salesforce, Dynamics and similar customer management applications that includes configuration and programming.
Business Skills
- Excellent verbal and written business communication skills, 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
