Sr. Principal/Lead Professional Services Consultant - Connecticut, United States - Genesys

Description

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees.

Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale.

As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

Join the team and create the future of customer experience together.

The position is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities.

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

The Implementation Engineer is responsible for delivering Genesys Cloud solutions for customers or Partners. 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
Assists the Support group in performing service call/maintenance activities as required
Provide technical training to internal or external resources as needed
Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
Maintains regular internal communications with project team, team lead, and manager
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
~ Knowledge on Amazon Web Services (AWS)
~ Development experience build apps and integration leveraging APIs, JSON, and JavaScript
~Experience with applications leveraging APIs, JSON, and/or JavaScript
~ Software:
Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

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

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
Effective time management and maintains flexibility

Communicates regularly with colleagues and management
Uses computer frequently
Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

This role might also be eligible for a commission or performance-based bonus opportunities.
$Medical, Dental, and Vision Insurance.
~ Flexible work schedules and work from home opportunities
~ Development and career growth opportunities
~ Open Time Off in addition to 10 paid holidays
~Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.
This form is designed to assist job seekers who seek reasonable accommodation for the application process.

Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.
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