Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
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 Title: Senior Professional Services Consultant (Spanish or Portuguese Bilingual) – Genesys Cloud Implementations
Department & Team: COE Professional Services Organization - Manila
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:
- Act as a Tech Lead and demonstrate 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/Activities
The Senior Professional Services Consultant (Bilingual) is responsible for leading, delivering, and supporting Genesys Cloud solutions for Customers or Partners particularly for the LATAM region. 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.
- Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to
- Pre-Sales – Scopes and Estimates Effort in collaboration with the sales team.
- Discovery and Requirements Gathering, Scoping and Level of Effort –Understands customer and business requirements which delivers Genesys Standard Based Documentation and Design Requirements.
- 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
- Quality Assurance and User Acceptance Testing Support o End-User Training or Transfer of Information (ToI)
- Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.
- Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Support o 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.
- Project Change Implementations o Consult & Assist Delivery
- Flexible to adapt to different project delivery process agreements with customer project engagements.
- Act as a Tech Lead, leading a project 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%)
- Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery, implementation, etc.), including, knowledge transfer of specific skills.
- 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
- 3+ 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 and 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.
- Bilingual proficiency required: Candidate must be fluent in either Spanish or Portuguese, with strong written and verbal communication skills sufficient to conduct customer meetings, deliver training, manage escalations, and produce professional documentation in the selected language.
- 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.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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 www.genesys.com.
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