PS Consultant

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 DescriptionJob Title: PS Consultant - Grade 6Department & Team: Genesys Cloud/COESummary of the Position: As part of the Genesys Cloud Team, the PS Consultant will be responsible for troubleshooting, resolution, and communication of customer issues reported by Genesys customers in Genesys Cloud contact center environment. The consultant must be able to manage customer issues with the highest degree of customer satisfaction.As such, the PS Consultant may be required to work in various shifts to ensure availability to our customers.Responsibilities:In this role, the primary responsibilities will include (but are not limited to):< >Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult natureTo be the escalation support interface with customers and to ensure that the company is always represented in the most positive mannerMaintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions, and all relevant data.To interface with SMEs, where the problem cannot be resolved at a frontline support levelResponsible for MACD level changes in Genesys Cloud environment (configuration and applications)Provide timely progress reports on the reported issues to the appropriate Project Managers/Managers or any other internal teams and senior members of technical staff.Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.Experience / Job Requirements:< >A degree in computer science, IT, or the equivalent or equivalent professional technical experience> 2+ years’ experience working in Genesys contact centre environment as support engineer>Application development experience in IVR, Routing, Chat, Email, Outbound Campaigns in any Genesys development tool>Integration experience with REST-style web services, HTTP, HTTP serversWorking knowledge on Microsoft VisioNice-to have skills< >Experience in Genesys Cloud platformApplication development experience in Genesys Architect tool CRM integration knowledge: Salesforce, Microsoft Dynamics 365, SAP, SiebelGenesys Telephony experience If 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 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.