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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 productsand obtained at least oneGenesys Cloud Certified Professionalcertification

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:

TheSenior Principal Consultantis 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%)

• DeliversCustomer experience and Digital transformationalengagementsincludingthe following technologies:

• Artificial Intelligence

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

• Social Media Integrations, Chatbots, SMS Messaging

• Expertise in Genesys ClouddeployomentTelephony 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,Jettyand 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 teamfollowing 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

• 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

• 8+ 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 andmanagement

• Uses computer frequently

• Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel)

Benefits:

• Medical, Dental, and Vision Insurance

• 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

See more Genesys benefits information athttps://mygenesysbenefits.com/