Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Digital CS Product Specialist - Digital, AI and BotsLocation: Flexible but prefer Genesys hub locationSummary: This new role within the Global CSM (gCSM) team is intended to fill a gap between what customers expect from Genesys and what our Customer Success Managers can provide by: 1) delivering targeted “how-to” adoption approaches to customers for successful use of the Genesys Digital, AI and Bot offers 2) enabling the gCSM team to effectively use Genesys Digital/AI and Bot technologies for customer engagement.Key ResponsibilitiesThe Genesy Cloud Product Specialist has three key responsibilities: 1) developing applications within Genesys Cloud and related Genesys offers for use by the gCSM team in engaging customers, 2) demonstrating to and educating customers on the use of the same technologies that are used to develop applications, and 3) communicating to the Genesys Product and R&D teams what is learned in using and assisting customers with Genesys products.Responsibilities / Job DutiesIn this role, the primary responsibilities include (but are not limited to):Develop a high level of knowledge and skill in using Genesys Cloud and related technologies, specifically the Digital, AI and Bots offersDevelop applications and processes based on Genesys technologies that the gCSM team can use to manage high-volume, “timely-touch” interactions with customers globally.Advise gCSM leadership on how best to use Genesys technologies for customer engagement that delivers effective, efficient, and empathetic customer experiences with a minimum of personal involvement by CSM’s.Develop and deliver both recorded and live “1:Many” programs and events/workshops/webinars etc., to demonstrate to and educate customers on how to use Genesys technologies effectively in their own organizations to deliver superior CX to their customers.Be an active presence as experts in the Genesys Community, addressing customer questions and contributing to conversations.Assist CSMs by delivering specific, use case driven demonstrations and enablement, as well as actively enabling customers to pilot new functionality within their environment.Advise customers on when and how to engage with Genesys Professional Services or service Partners to build and execute advanced applications that are beyond their capability or that they can acquire more efficiently through outsourcing.Work with the gCSM leadership team to create an engagement model for gCSM team members, partners and customers.Educate customers on best practices, industry standards, and performance against industry benchmarks, and on how to request and promote product ideas to Genesys.Track and report product deficiencies or flaws, customer commentary on the usability of the Genesys technologies, and highlight particularly useful and satisfying customer experiences enabled by Genesys technologies.Communicate regularly with the Genesys Product and /R&D teams, Solution Consultants/Competency Center, and Security teams as the “Voice of the Customer”QualificationsMinimum of 5 years experience in SaaS, software, IT or contact center industry.Minimum of 3 years experience with regular use of Genesys Cloud and related Genesys Digital, AI and Bots technologiesGenesys Cloud product certification(s)Minimum of 3 years experience in a customer-facing role working with Genesys technologiesProven ability to successfully engage with customers on complex technical issues related to the deployment and use of Genesys technologiesExcellent interpersonal, presentation skills – both written and verbal Positive attitude and high willingness to learn Experience with productivity tools including PowerPoint/Excel/Word, CRM toolsincluding Salesforce and Gainsight, and online communities and social media platformsBachelor’s Degree, or equivalent experienceExperience in working with a team to identify process failures and improvements, andcontinuously improve business processes Compensation and Benefits: Market competitive salary with an anticipated base compensation range of $63,000– $98,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location.Medical, Dental, and Vision InsuranceTelehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off401(k) matching programAdoption AssistanceFertility treatments More details about our company benefits can be found at the following link: https://mygenesysbenefits.com 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. $63,700.00 - $132,300.00Benefits: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.comAbout 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 diversity 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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