Salary
💰 $64,000 - $120,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AWSCloudCyber SecurityGoogle Cloud PlatformVMware
About the role
- Responsible for designing Genesys solutions and overseeing the implementation of that design.
- Gather, analyze, and clarify customer requirements and create detailed designs and documentation.
- Provide design services on new and/or existing customer projects and perform audits of client contact center environments.
- Conduct Discovery and Capability sessions with clients and consult on best practices and options within the proposed platform.
- Assist clients with design for new systems, collect and document information for users, workgroups, and call flow configuration.
- Collaborate with C1 Engineer prior to and during configuration; provide cutover/go-live support and troubleshooting.
- Participate in client and internal project meetings related to design, testing, and training phases; schedule meetings and create agendas/presentations.
- Prepare and conduct Quality Assurance Testing (QAT) and prepare clients for User Acceptance Testing (UAT).
- Coordinate training phase, develop training materials, schedule sessions, and conduct Train the Trainer and/or End-User training.
- Consult regarding agent scorecards and customer surveys; provide solution optimization and roadmaps.
- Support Project Managers in project planning and maintain implementation deliverables and documentation.
- Participate in internal projects to enhance quality and efficiency of implementation/support services.
Requirements
- 5+ years of experience with Genesys products, Genesys Cloud, Genesys CX.
- Certification: Genesys Certified Professional (GCP) required.
- Strong knowledge of design, planning, and execution of cloud and contact center software solutions.
- Previous consulting experience and able to identify customer needs and design effective solutions tailored to customer objectives.
- Able to accurately read and interpret Scope/Statements of Work and documents pertaining to projects, plans, and solutions.
- Ability to collaborate with Engineers and team members to accomplish successful solution planning and delivery.
- Excellent written and verbal communication skills.
- Desired: 2-Year College degree in data networking or equivalent industry experience.
- Desired: Genesys Certified Associate (GCA) or other Genesys certifications.