Sr. Principal PS Consultant

Summary: 

The Senior Principal Consultant 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 and obtained at least one Genesys Cloud Certified Professional certification 

• 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 Senior Principal 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 (85%)  

• Delivers Customer experience and Digital transformational engagements including the following technologies:  

• Artificial Intelligence 

• Implementing Bots and various AI solutions:  Google DialogFlow, Amazon Lex, Amazon Polly, Google TTS, Omillia, etc 

• Social Media Integrations, Chatbots, SMS Messaging 

• Expertise in Genesys Cloud deployoment Telephony Configuration - BYOV, BYOC, BYOC-P 

• SIP, WebRTC, and Voice based Architecture, and troubleshooting 

• Experience with software integration into large and complex environments. 

• Networks and network security concepts (Encryption) 

• Web technology and application servers (HTML, Tomcat, Jetty and others) 

• Genesys Cloud Embeddable Framework, API’s, Data Actions, Call Flows 

• Genesys Cloud CRM Integrations - SFDC, ServiceNow, ADP, MS Teams, Zoom, ZenDesk, etc. 

• Genesys Cloud SSO Integrations - Okta, OneLogin, SFDC, Azure, Ping Federate, Google, Generic IP. 

• Proven ability to think outside the box when required, and develop creative solutions to complex problems that meet customer requirements  

• Good working experience in project scoping and planning 

• Works in close concert with Project Manager in successfully delivering projects  

• Experience with Agile and Scrum project delivery practices and tools such as Jira. 

• Experience with the change management processes in the Cloud. 

• 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 following best practices and 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  

Enablement (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  

• 4+ years of experience with the Genesys Cloud Platform  

• Knowledge on Amazon Web Services (AWS)  

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

• 8+ years of related experience  

• 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 Cloud change control processes