Benefits

Full Job Description

Role Overview 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. What You Will Do Delivering and supporting Genesys Cloud solutions for customers or Partners, Developing a high level of expertise across the majority of Genesys products, Working closely with Project Managers / Service Delivery Managers in successfully delivering implementation and support projects, Delivering technical implementation activities post-sales for PS engagements as required for key customers and to load balance with the rest of the team, Following PS implementation standards, Delivering 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, Providing onsite/remote support for customer escalations as needed, Maintaining on average of 70+% utilization for billable projects, Identifying engagement-related problem areas and solving the issues in a proactive manner, Assisting the Customer Care organization in performing service call/maintenance activities as required, Providing technical training to internal or external resources as needed, Maintaining friendly and professional attitude in stressful situations, Collaborating and consulting directly with customers as an individual contributor in our Professional Services team. Why It Might Be a Fit The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work in a fast-paced environment. The candidate should be flexible to adjust working hours to match customer and team interactions, and be able to work on post-production support projects as well. Requirements Bachelor’s 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 Demonstrate flexibility to adjust working hours to match customer and team interactions. Flexibility to support North America hours will be a plus (at least until 3:30pm ET) Flexibility to take up a operational service management role (managing a customer environment), if there is business need Benefits Paid volunteer time August Free Fridays Well-being resources Regionally tailored programs for employees and their families

Skills and Technologies