PS Consultant

locations

Chennai (Flexible)

Telangana, India

time type

Full time

posted on

Posted Today

job requisition id

JR112317

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.

Job Summary

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

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 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

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 or experienced consultants, lab development, and industry standards training/certifications

Minimum Requirements

Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience

2+ years of related experience

Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement

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

Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell o