Principal PS Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Requisition  JR107857

Genesys Cloud Services, Inc. seeks Principal Consultant in Menlo Park, CA. **Telecommuting allowed for this position.**

Job description as advertised: Responsible for the on-going technical solution deployment and technical application support of professional services (PS) capabilities. Demonstrate software expertise in most Genesys Cloud products to serve as the lead technical architect, advisor and/or engineer on software solutions for our customers. Assess complex project situations to make appropriate software development recommendations to Genesys. Initiate and suggest process software enhancements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud software solutions. Responsible for delivering Genesys Cloud software solutions, developing a high level of engineering expertise across the majority of Genesys software products. Work in close concert with Project Manager in successfully delivering software development projects. Deliver 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. Test software plan validation, providing onsite/remote support for customer escalations as needed. Maintain on average of 70% utilization for billable projects. Identify engagement-related problem areas and solves the issues in a proactive manner. Assist the Support group in performing service call/maintenance activities as required, and provide technical training to internal or external resources as needed. Telecommuting allowed for this position.

Minimum Qualifications: The position requires a Bachelor’s degree in Computer Science, Information Technology or a related field of study plus five (5) years of experience in a software development-related occupation. Position requires any amount of experience in the following: Five (5) years of experience designing, implementing, and administrating enterprise solutions/systems that leverage call center technologies. Experience with Java, Javascript, JSON, HTML, XML, and VXML. Experience designing and programming complex applications with JSON, Java, and JavaScript. Experience with Genesys Cloud IVR, Architect, Routing, Chat, Email, CRM Integrations, and WebRTC. Experience consulting and providing technical solutions with customers on top technology trends such as optimization, acceleration, connectivity, business model changes, and customer experience. Experience leading large engagements migrating configurations and design from legacy call center platforms. Experience implementing call center solutions for customers in the healthcare, government, and commercial sectors. Telecommuting allowed for this position.

Salary range: $134,358 to $144,358 annually.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.