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?Job Title: Professional Services Consultant – Self-Service & Artificial IntelligenceDepartment & Team: COE Professional Services Organization - ManilaJob SummaryThe position is integral to the ongoing technical solution deployment and technical application support of professional services (PS) capabilities. This includes five key areas:Demonstrates product expertise in most Genesys productsProvides 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 standardsAssesses complex project situations to make appropriate recommendations to both Genesys and the customerInitiates and suggests process improvements to Project Managers and other Management to increase efficiencies for the delivery of Genesys solutionsMajor Responsibilities/ActivitiesThe SS&AI Consultant is responsible for delivering Genesys 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 teamFollows PSO implementation standardsExecution of project plan tasks associated with engagementsTest plan validation in close collaboration with the Quality Assurance teamRegular communication of project statusProvides onsite/remote support for customer escalations as neededMaintains an average of 70% utilization for billable projectsIdentifies engagement-related problem areas and solves the issues in a proactive mannerAssists the Customer Care organization in performing service call/maintenance activities as requiredProvide technical training to internal or external resources as neededMaintains a friendly and professional attitude in stressful situationsAdministration (5%)Maintains accurate and timely submission of timesheets, expense reports, and project-related formsMaintains regular internal communications with the project team, team lead, and manager.Provides feedback and updates to internal processes through internal documentationFollows standard department processes.Training (10%)Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certificationsMinimum RequirementsBachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience2 years of related experiencePrior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirementGood technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.Technical SkillsContact Center fundamentals and concepts (IVR, ACD, Voice, Digital Channels, etc.)Experience with speech IVR, speech recognition, chatbots, and voice bots.Knowledge of HTTP requests, REST web services, and JSON.Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools, and methods is a big plus.Exposure to Amazon Lex, Google Cloud Dialogflow, and Nuance Mix will be a big advantage.Knowledge of Amazon Web Services (AWS) is a bonus.Business SkillsCapable of working on or leading a team through a fast-paced and complex project.Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.Prior experience in working in a customer-facing roleKnowledge of customer service processes.Knowledge of Cloud change control processes.Exercises good judgmentStrong follow-through, ownership & responsibility on tasks assigned.Effective time management and maintaining flexibilityDemonstrate flexibility to adjust working hours to match customer and team interactionsWork ContextCommunicates regularly with colleagues and managementUses computer frequentlyOccasionally travels to customer and business meeting sites, including international locationsValid Passport for International TravelJob LocationManila, PhilippinesPosition TypeFull-Time/RegularAbout Genesys:Every year, Genesys® orchestrates more than 70 billion 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.comReasonable 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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