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. 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 Title: Digital Developer and PS ConsultantDepartment & Team: NA DigitalReports to: Nicholas SmithLocation: VirtualSummary:Consultants selected for this position will provide development and technical expertise for Genesys Professional Services using the Digital Channels suite of products across the Engage Prem, Multicloud, and Genesys Cloud products. This includes customer discovery sessions, solution design, software installation and configuration, functional and integration testing, technical documentation, and knowledge transfer to the customer and other Genesys project members. On some occasions, consultants in this role are also expected to be digital developers with a solid understanding of web front-end and back-end code, mobile application code, and digital APIs.In addition to technical responsibilities, consultants in this position are expected to be highly motivated leaders who mentor other consultants, provide training and other expert advice to fellow consultants, and have a team-focused mindset.This position will report to the Professional Services Manager based in North America; however, the successful candidate will work closely with project teams around the world under the leadership of assigned Project Manager(s) responsible for the outcome of each individual customer engagement. The goal of the role is to always provide the best customer experience for our customers and partners.Responsibilities:The following is some of the primary responsibilities for this role:Deployment of Genesys applications in the customer environments or the cloud focusing on implementing solutions using the Genesys Digital Channels suite of products which includes email, chat, messenger, social media, chatbots, etc.Management of project timelines by ensuring dependencies and deadlines are being met.Maintaining accurate records of customer deployments including Architecture, Configuration, Deployment Templates, etc. and archiving upon completion.Troubleshooting of complex applications and integration.Following project change management protocol and customer security guidelines.Performing knowledge transfer of delivered solutions at the conclusion of each engagement as necessary.Consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements.Participate in the creation of Knowledge Base articles, solutions, and other related collateral.Provide timely progress reports on project deliverables to appropriate Project Managers, stakeholders, and other senior members of technical staff.Required Profile and Qualifications: 5-7 years of related commercial experience with a technology company preferably with Full Stack Web Development experience.Practical knowledge and understanding of various digital media technologies (email, chat, social media, messengers, etc.).Understanding of common web application architectures.Software design and development experience preferably in the fields of Web and/or TCP/IP network applications programming.Knowledge of communication protocols and networks such as:SIP, TCP/IP, DNS, VPN, Networking (LAN/WAN), IPV4, Routers, Load Balancers, etc.Good knowledge of modern web application technologies such as HTML5, ECMA/Java Script, AJAX, CometD, WebSocket, REST, and “classic” web services.Experience integrating with APIs using a modern structured programming language.Good knowledge of the following:Client Server ArchitectureWeb TechnologiesDatabases (MSSQL, Oracle, etc.)NoSQL Database (Preferably Cassandra)Operating System Software (Windows and Linux)Linux CLI CommandsWeb Servers (Apache, Tomcat, Jetty, Lighttpd, etc.)Server SecuritySSL/TLS and CertificatesFirewallsBe able to demonstrate solid analytical programming and problem-solving skills including software operation diagnostics to get to the heart of complex issues.Business Skills:Be able to work independently or as a member of a virtual team through a fast paced and complex project engagement.Good command of the English language in both verbal and written mediums and be able to effectively communicate and interact with business and technical audiences. Similar capabilities in other major languages is a plus.Prior experience working in a customer facing role.Knowledge of customer service and cloud change control processes.Exercise good judgement and demonstrate strong follow-through, ownership, and responsibility on tasks assigned.Manage time effectively and demonstrate flexibility in adjusting working hours to match customer and team interactions.Optional Skills:Practical experience working with Genesys product implementations which includes email, chat, or social media in either Genesys Engage, Genesys Multicloud, or Genesys CloudPractical experience with Consulting Services or Project Delivery best practices employed in the industry among leading consulting organizationsFamiliarity with mobile technologies would be considered as a strong plus for the candidate (iOS or Android development experience)Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $99,000.00 - $194,300.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys: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. 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 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.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.
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