Senior Principal PS Consultant

• Artificial Intelligence

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

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 product sand 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
• Assess 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

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.

• Delivers Customer experience and Digital transformational engagements including the following technologies:
• Artificial Intelligence
• Implementing Bots and various AI solutions:
  Google Dialog Flow, 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, Service Now, ADP, MS Teams, Zoom, Zen Desk, etc.
• Genesys Cloud SSO Integrations
  - Okta, One Login, 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 engagement
• 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

• 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

• Continues to stay abreast of technology through internal training, lab development, and industry standard…