Job Summary

The position is integral to the on-going technical solution deployment and technical application support of qualified 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 advisor and/or engineer
- Follows PS implementation standards
- Assesses complex Genesys Cloud implementations to make appropriate recommendations to both Genesys and the customer
- Initiates and suggests process improvements to Project Managers / Service Delivery Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions or support

Major Responsibilities/Activities

The Genesys Cloud consultant is responsible for delivering and supporting Genesys Cloud solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products. The consultant should be flexible to work on post-production support projects as well.

Technical Consultation

- Works closely with Project Managers / Service Delivery Managers in successfully delivering implementation and support projects.
- Delivers technical implementation activities post-sales for PS engagements as required for key customers and to load balance with the rest of the team
- Follows PS implementation standards
- Delivers post-GoLive production support activities and customer environment 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 as needed
- Maintains friendly and professional attitude in stressful situations
- Collaborate and consult directly with customers as an individual contributor in our Professional Services team.
- Be prepared to operate on one or more projects at a time due to skill demand.
- Flexible to support post-production (Operations Service Management) type projects
- Own the troubleshooting of production solutions where necessary.
- Operate within both Agile and Waterfall engineering methods.
- Meet expectations of the Qualified Services processes such as within-budget and quality deliverables, time and status reporting, mentoring, best practices, documentation, debriefs and training certification up-keep.

Administration

- 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.

Training

- Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, and industry standards training/certifications

Minimum Requirements

- Bachelors degree in a Computer Engineering/Computer Science/Computer Technology/Telecommunication or related discipline or equivalent professional technical experience




- 3+ years of related experience
- Prior experience with Genesys Cloud Implementation and/or Administration is mandatory
- Prior experience working on Genesys Digital Channel customer projects deploying Email, SMS, ChatBot, Social media channels will be a plus.
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
- Flexibility to work across different time zones specifically North America
- Flexibility to take up a operational service management role (managing a customer environment), if there is business need

Technical Skills

- Knowledge of HTTP requests, REST web services, and JSON
- 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.
- Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
- Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
- Knowledge on Amazon Web Services (AWS) is a bonus

Business Skills

- Capable of working on or leading a team through a fast paced and complex project.
- Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
- Prior experience in working in a customer facing role
- 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
- Demonstrate flexibility to adjust working hours to match customer and team interactions

📌 PS Consultant (Chennai)
🏢 Genesys Telecom Labs India
📍 Chennai