Sr. Principal/Lead Professional Services Consultant

Phoenix, AZ, United States

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Summary

The 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 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 efficiencies for delivery of Genesys Cloud solutions

Major Responsibilities/Activities

The Implementation Engineer is responsible for delivering Genesys Cloud 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 team

Follows PSO implementation standards

Execution of project plan tasks associated with engagements

Test plan validation

Regular communication of project status

Provides onsite/remote support for customer escalations as needed

Maintains on average of 70% utilization for billable projects

Identifies engagement-related problem areas and solves the issues in a proactive manner

Assists the Support group in performing service call/maintenance activities as required

Provide technical training to internal or external resources as needed

Maintains friendly and professional attitude in stressful situations

Administration (5%)

Maintains accurate and timely submission of timesheets, expense reports, and project-related forms

Maintains regular internal communications with project team, team lead, and manager.

Provides feedback and updates to internal process through internal documentation

Follows standard department processes.

Training (10%)

Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications

Minimum Requirements

Bachelor's degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience

Experience with Conversational and Generative AI

Knowledge on Amazon Web Services (AWS)

Development experience build apps and integration leveraging APIs, JSON, and JavaScript

10+ 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)

Highly Desired Technical Skills

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.

Business Skills

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

Work Context

Communicates regularly with colleagues andmanagement

Uses computer frequently

Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

#LI-REMOTE

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.

$121,500.00 - $238,400.00 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

More details about our company benefits can be found at the following link:

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.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity 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 andveteran 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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