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Your potential is waiting; why are you?Job Title: Professional Services Consultant – Genesys Cloud Implementations Department & Team: COE Professional Services Organization – ManilaJob Location: Manila, PhilippinesPosition: Type Full-Time/RegularJob SummaryThe position is integral to the on-going technical solution deployment and technical application support of Professional Services (PS) capabilities.This includes five key areas:• Demonstrates product expertise in most Genesys Cloud products• Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.• Follows Professional Services implementation standards.• Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer. In addition, evaluates if the requirement is within the capability of the product and if not coordinates with the Customer and Project Manager of the limitation and alternatives.• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions.Major Responsibilities/ActivitiesThe Professional Services Consultant is responsible for delivering Genesys Cloud solutions for Customers or Partners. This position is responsible for developing a high level of expertise across most Genesys products. Solution Deployment (85%)• Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies• Delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to o Pre-Sales – Scopes and Estimates Effort in collaboration with the sales team.o Discovery, Requirements Gathering – Understands customer and business requirements, may also deliver Genesys Standard Based Documentation and Design Requirements.o Proof of Concept Implementation – Preliminary implementation of the initial requirements for feasibility. o Build Implementation and Integration▪ Base Configurations (Contact Center Based such as Skills, Wrap-up Codes, Queues, Users, Roles, Phone Settings, Phone Numbers, etc.)▪ Telephony Configuration (SIP Trunks, Genesys Edge Device Pairing, Cloud or Bring Your Own Carrier Based)▪ Call Flow Development▪ Agent Display Scripting Configuration▪ Outbound Campaign/Dialer Configurations▪ Integrations – AppFoundry / Expert App Implementation, Data Actions from CRM based platforms, and/or SSO▪ Reporting Out of the Box based on Genesys Cloud▪ Unit Testing o Quality Assurance and User Acceptance Testing Supporto End-User Training or Transfer of Information (ToI)▪ Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.o Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Supporto Concierge/Early Adoption Service (White-Glove Service) - provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform.o Managed Services▪ Operational Service Management• Move, Add, Change, Delete (MACD)• Change Management & Ticket Triage• Conducts Change Deployments• General knowledge on omnichannel such as Voice, Email, Chat, SMS, and/or Social Media▪ Staff Augmentation• Assigned as a dedicated resource for a particular project that works under the customer’s project team along with its process and target deliverables.o Project Change Implementations o Consult & Assist Delivery• Flexible to adapt to different project delivery process agreements with customer project engagements.• May act as a Tech Lead, where the consultant is the main technical POC of the Genesys Project Team for consultation and implementation.• Follows Professional Services implementation standards.• Execution of project plan tasks associated with engagements.• Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.• Regular communication of project status.• Provides remote/onsite support for customer escalations as needed.• Maintains on average 70% utilization for billable projects• Identifies engagement-related problem areas and solves the issues in a proactive manner.• Assists the Customer Care organization in performing service call/maintenance activities as required.• Provide technical training (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery.• Maintains friendly and professional attitude in stressful situations Administration (5%)• Maintains accurate and timely submission of timesheets (Project & Attendance), expense reports, and project- related forms• Maintains regular internal communications with project team, team lead, and manager.• Provides feedback, creates and updates to internal process through internal documentation• Follows standard department processes. Training (10%)• Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications• Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).• Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).Minimum Requirements• Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience• 2 years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience.• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience.• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations. Technical Skills• Knowledge of Contact Center Solutions/Technology• Knowledge of HTTP requests, REST web services, and JSON.• Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging.• Understands flow chart-based designs.• Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.• IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)• Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)• Software: Wireshark, DHCP/DNS, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)• Knowledge of Amazon Web Services (AWS) is an added advantage.• Knowledge in Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications is an added advantage.• Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods 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 (English is a must), including escalation management and information presentation.• Prior experience in working in a customer facing role.• 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.• Demonstrate flexibility to adjust working hours to match customer and team interactions#LI-DD1#LI-Hybrid 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.
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