PS Consultant (Genesys Cloud)

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. Role Overview The position 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 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 (85%) 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 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 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. Training (10%)