Location: north america - remote
Summary:
The position is integral to the on-going technical solution deployment and technical application support of professional services (ps) capabilitiesThis 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 consultant is responsible for delivering genesys cloud solutions for customers or partnersThis 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
Test plan validation
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
Follows standard department processes
Training (10%)
Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
Minimum requirements:
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 - must have
Knowledge on amazon web services (aws)
Development experience build apps and integration leveraging apis, json, and javascript
10+ years of related experience
Experience with applications leveraging apis, json, and/or javascript
Excellent communication skills
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
Exercises good judgment
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)
Benefits
Medical, dental, and vision insurance
Paid parental leave
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open time off
401(k) matching program
Adoption assistance
Infertility treatments
See more genesys benefits information at https://mygenesysbenefits.com/ #li-tl1
