Senior Ps Consultant (Remote)

Senior PS Consultant | Genesys Telecom Labs India | Worldwide

Job Summary

The position is integral to the ongoing technical solution deployment and technical application support of professional services (PS) capabilities. This includes five key areas:

1. Demonstrates product expertise in most Genesys Cloud products.
2. Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor, and/or engineer.
3. Follows PS implementation standards.
4. Assesses complex project situations to make appropriate recommendations to both Genesys and the customer.
5. Initiates and suggests process improvements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions.

Major Responsibilities/Activities

The Genesys Cloud Implementation consultant 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

1. Works in close concert with Project Manager in successfully delivering projects.
2. 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.
3. Follows PSO implementation standards.
4. Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM).
5. Execution of project plan tasks associated with engagements.
6. Test plan validation in close collaboration with Quality Assurance team.
7. Regular communication of project status.
8. Provides onsite/remote support for customer escalations as needed.
9. Maintains on average of 70+% utilization for billable projects.
10. Identifies engagement-related problem areas and solves the issues in a proactive manner.
11. Assists the Customer Care organization in performing service call/maintenance activities as required.
12. Provide technical training to internal or external resources as needed.
13. Maintains friendly and professional attitude in stressful situations.

Administration

1. Maintains accurate and timely submission of timesheets, expense reports, and project-related forms.
2. Maintains regular internal communications with project team, team lead, and manager.
3. Provides feedback and updates to internal process through internal documentation.
4. Follows standard department processes.

Training

Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications.

Minimum Requirements

1. Bachelor's degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology, or related discipline or equivalent professional technical experience.
2. 5+ years of related experience.
3. Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement.
4. Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
5. Flexibility to work across different time zones specifically North America.
6. Flexibility to take up an operational service management role (managing a customer environment), if there is business need.

Technical Skills

1. Knowledge of HTTP requests, REST web services, and JSON.
2. IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.).
3. Cisco/Juniper/other network routing and switching devices is an added advantage.
4. Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook).
5. Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus.
6. Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7.
7. Knowledge on Amazon Web Services (AWS) is a bonus.

Business Skills

1. Capable of working on or leading a team through a fast-paced and complex project.
2. Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
3. Prior experience in working in a customer-facing role.
4. Knowledge of customer service processes.
5. Knowledge of Cloud change control processes.
6. Exercises good judgment.
7. Strong follow-through, ownership & responsibility on tasks assigned.
8. Effective time management and maintains flexibility.
9. Demonstrate flexibility to adjust working hours to match customer and team interactions.

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