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Role Description

In this role, you’ll work closely with customers to build and deliver contact center and customer experience solutions and services based on Genesys Cloud and other related technologies to meet customer’s business goals. You will provide technical leadership while promoting the use of Genesys products to enable customer success and support its development and growth into new domains by working closely with industry experts throughout the company. This position requires an individual with a consultative mindset and a clear understanding of the customer's challenges. The goal is to align Genesys business strategy with customer goals by delivering more value to the customers with greater velocity and within the boundary of technical constraints.

This opportunity is a part of the NA Professional Services organization. As part of this, you’re responsible for supporting our customers’ technology journey and transformative work within Genesys Cloud. This includes five key areas:

• Demonstrates technical and product expertise in most Genesys Cloud products
• Provides 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 standards
• Assesses complex project situations to make appropriate recommendations to both Genesys and the customer
• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of Genesys Cloud solutions

Qualifications

• Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
• 3+ years of experience with the Genesys Cloud Platform
• Knowledge on Amazon Web Services (AWS)
• Development experience building apps and integration leveraging APIs, JSON, and JavaScript
• 8+ years of related experience
• Experience with applications leveraging APIs, JSON, and/or JavaScript
• Excellent communication skills
• Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

Requirements

• IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
• Cisco/Juniper/other network routing and switching devices is an added advantage
• Capable of working on or leading a team through a fast paced and complex project
• Excellent verbal and written business communication skills, including escalation management and information presentation
• 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

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments