Genesys Hiring For Sr Principal PS Consultant at Indianapolis, IN Full Time

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
• 3+ 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 
• 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 and management
• Uses computer frequently
• Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

Benefits 

• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off
• 401(k) matching program
• Adoption Assistance 
• Infertility treatments