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 products and 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  

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 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. 

Solution Deployment (85%)  

• Delivers Customer experience and Digital transformational engagements including the following technologies:  

• Artificial Intelligence 

• Implementing Bots and various AI solutions:  Google DialogFlow, 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, 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 team following 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 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 

• 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 at https://mygenesysbenefits.com/