The position is integral to the on-going technical solution deployment and technical application support of skilled 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 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 Genesys Cloud Implementation 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
Works in close concert with Project Manager in successfully delivering projects.
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
Follows PSO implementation standards
Delivers post-GoLive production support activities and customer setting 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
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 Customer Care organization in performing service call/maintenance activities as required
Provide technical training to internal or external resources