الوصف الوظيفي
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Job SummaryThe 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 productsProvides 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 standardsAssesses complex project situations to make appropriate recommendations to both Genesys and the customerInitiates and suggests process improvements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutionsMajor Responsibilities/ActivitiesThe 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 teamFollows PSO implementation standardsExecution of project plan tasks associated with engagementsTest plan validation in close collaboration with Quality Assurance teamRegular communication of project statusProvides onsite/remote support for customer escalations as neededMaintains on average of 70% utilization for billable projectsIdentifies engagement-related problem areas and solves the issues in a proactive mannerAssists the Customer Care organization in performing service call/maintenance activities as requiredProvide technical training to internal or external resources as neededMaintains friendly and professional attitude in stressful situationsAdministration (5%)Maintains accurate and timely submission of timesheets, expense reports, and project-related formsMaintains regular internal communications with project team, team lead, and manager.Provides feedback and updates to internal process through internal documentationFollows 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/certificationsMinimum RequirementsBachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience2+ years of related experiencePrior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirementGood technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.Flexibility to work across different time zonesFlexibility to take up a managed services role (managing a customer environment), if there is business needTechnical SkillsKnowledge of HTTP requests, REST web services, and JSONIP 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 and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG PlusOperating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7Knowledge on Amazon Web Services (AWS) is a bonusBusiness SkillsCapable 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 roleKnowledge of customer service processes.Knowledge of Cloud change control processes.Exercises good judgmentStrong follow-through, ownership & responsibility on tasks assigned.Effective time management and maintains flexibilityDemonstrate flexibility to adjust working hours to match customer and team interactionsWork ContextCommunicates regularly with colleagues and managementUses computer frequentlyOccasionally travels to customer and business meeting sites, including international locationsValid Passport for international TravelIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
