Senior Principal Professional Services Consultant

Senior Principal Professional Services Consultant

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Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI‑powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people worldwide who embrace empathy and cultivate collaboration to succeed. While we offer benefits and perks similar to larger tech companies, our employees have the independence to make a larger impact and take ownership of their work. Join the team and create the future of customer experience together.

• Integral to ongoing technical solution deployment and application support of professional services (PS) capabilities.
• Act as lead technical architect, advisor, and engineer for large or strategic customers.
• Follow PS implementation standards and assess complex project situations to make appropriate recommendations to both Genesys and the customer.
• Initiate and suggest process improvements to project managers and other management to increase delivery efficiencies for Genesys Cloud solutions.

Implementation Engineer

• Develop high level of expertise across majority of Genesys products.

Solution Deployment (85%)

• Work closely with Project Manager to successfully deliver projects.
• Deliver technical implementation activities from post‑sale to support transition for PS engagements.
• Follow PSO implementation standards and execution of project plan tasks.
• Conduct test plan validation and communicate project status regularly.
• Provide onsite/remote support for customer escalations.
• Maintain ~70% utilization for billable projects.
• Identify engagement‑related problem areas and solve proactively.
• Assist Support group in service call/maintenance activities when required.
• Provide technical training to internal or external resources as needed.
• Maintain a friendly and professional attitude in stressful situations.

Administration (5%)

• Maintain accurate and timely submission of timesheets, expense reports, and project‑related forms.
• Communicate regularly with project team, team lead, and manager.
• Provide feedback and updates to internal processes through documentation.
• Follow standard department processes.

Training (10%)

• Stay abreast of technology through internal training, lab development, and industry standards/certifications.

• Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, or related technical discipline, or equivalent professional technical experience.
• 3+ years of experience with the Genesys Cloud Platform.
• Knowledge of Amazon Web Services (AWS).
• Development experience building apps and integrations leveraging APIs, JSON, and JavaScript.
• 10+ years of related experience.
• Excellent communication skills.
• Proficiency with Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), and MS Outlook.

• IP Telephony & Hardware:
  Genesys Cloud Edge, Audio Codes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.).
• Cisco/Juniper/other network routing and switching devices as an added advantage.

• 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.
• Exercise good judgment.
• Strong follow‑through, ownership, and responsibility on tasks assigned.
• Effective time management and flexibility.

• Communicate regularly with colleagues and management.
• Use computer frequently.
• Occasional travel to customer and business meeting sites, including international locations (average 25% travel).

This role has a market‑competitive salary with an anticipated base compensation range listed below.…