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Senior Principal PS Consultant

Company: Genesys
Location: Indianapolis
Posted on: September 17, 2020

Job Description:

Our employees from around the world telling their moments connected at Genesys. Experience these moments for yourself. http://gsys.co/f0Us30jsUqX

Summary:

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 Implementation Engineer 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

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 Support group 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

Training (10%)

Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications

Bachelor’s degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience

3+ years of experience with the Genesys Cloud Platform

Knowledge on Amazon Web Services (AWS)

10+ years of related experience

Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

Highly Desired Technical Skills:

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

Business Skills:

Capable of working on or leading a team through a fast paced and complex project

Excellent verbal and written business communication skills, including escalation management and information presentation

Knowledge of customer service processes

Knowledge of Cloud change control processes

Strong follow-through, ownership & responsibility on tasks assigned

Effective time management and maintains flexibility

Work Context:

Communicates regularly with colleagues and management

Uses computer frequently

Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service ?  so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the?world’s leading public cloud contact center platform,?designed for rapid innovation, scalability and flexibility. Visit  www.genesys.com .

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-TL1

Keywords: Genesys, Indianapolis , Senior Principal PS Consultant, Other , Indianapolis, Indiana

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