Senior Principal PS Consultant

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.
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: