PS Consultant

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Department & Team:

COE Professional Services Organization - India

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 advisor and/or engineer

Follows PS implementation standards

Assesses complex Genesys Cloud implementations to make appropriate recommendations to both Genesys and the customer

Initiates and suggests process improvements to Project Managers / Service Delivery Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions or support

Major Responsibilities/Activities

The Genesys Cloud consultant is responsible for delivering and supporting Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.

Technical Consultation

Works closely with Project Managers / Service Delivery Managers in successfully delivering implementation and support projects.

Delivers technical implementation activities post-sales for PS engagements as required for key customers and to load balance with the rest of the team

Follows PS implementation standards

Delivers post-GoLive production support activities and customer environment management (Operational Support Management/OSM)

Execution of project plan tasks associated with engagements

Test plan validation in close collaboration with Quality Assurance team

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 Customer Care organization 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

Collaborate and consult directly with customers as an individual contributor in our Professional Services team.

Be prepared to operate on one or more projects at a time due to skill demand.

Flexible to support post-production (Operations Service Management) type projects

Own the troubleshooting of production solutions where necessary.

Operate within both Agile and Waterfall engineering methods.

Meet expectations of the Professional Services processes such as within-budget and quality deliverables time and status reporting mentoring best practices documentation debriefs and training certification up-keep.

Administration

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

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

Minimum Requirements

Bachelors degree in a Computer Engineering/Computer Science/Computer Technology/Telecommunication or related discipline or equivalent professional technical experience

3 years of related experience

Prior experience with Genesys Cloud Implementation and/or Administration is mandatory

Prior experience working on Genesys Digital Channel customer projects deploying Email SMS ChatBot Social media channels will be a plus.

Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Flexibility to work across different time zones specifically North America

Flexibility to take up a operational service management role (managing a customer environment) if there is business need

Technical Skills

Knowledge of HTTP requests REST web services and JSON

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.

Software: Wireshark MS Server DHCP/DNS MS Hyper-V VMWare ESXi MS Visio MS Office (Word Excel PowerPoint Access) Email (MS Outlook)

Software Development experience in Java and C#.NET Python PHP web application development scripting tools and methods is aBIG Plus

Operating Systems: Windows 200/2008/2012R2 XP Vista Windows 7

Knowledge on Amazon Web Services (AWS) is a bonus

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

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people systems data and AI across the enterprise with built-in governance and control. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.