Presales Solutions Architect
Customer.io
NoSQL
Solutions Consultant
C1
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $64,000 - $120,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudGoogle Cloud Platform
About the role
- * Provides design services on new and/or existing customer projects * Performs audits of Client’s current contact center environment * Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand * Consults with Client regarding best practices and options within the proposed solution platform * Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration * Collaborates with the C1 Engineer prior to and during the Configuration phase * Provides cutover/go-live support and assists in troubleshooting efforts * Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations * Consults with Client regarding agent scorecards and customer surveys * Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives. * Assists and supports Project Managers in project planning and facilitating Client’s understanding of their project responsibilities, requirements, tasks, and action items * Develops, updates, and maintains implementation deliverables, work products and other documentation * Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services * Assumes Application Consultant role on projects as needed: Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase; Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements; Conducts Train the Trainer and/or End-User training, including client applications and voicemail
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
Benefits
- * 401(k) Plan (35% employer match per dollar up to 10% employee contribution) * Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser) * HSA with + Employer Contribution * In-vitro Fertility (treatment coverage) * Dental * Vision (2 plans: 12-month and 24-month frames allowance) * FSA Plans (Healthcare, Dependent care and Limited Purpose) * Pre-tax Commuter Plans * Employer-paid Life Insurance * Employer-paid Short + Term Disability * Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments) * Paid Parental Leave (4 weeks at 100%) * Employee Assistance Plan * Voluntary Life Insurance * Legal/ID Theft Plans * TeleHealth Options * Wellness via Omada Health (healthy living solution) * Travel Assistance * Business Travel Accident Coverage * Employer-paid Pet Telehealth * Accident Insurance * Critical Illness Insurance * Hospital Indemnity Insurance * Volunteer Time Off * On Demand Pay (Daily Pay)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Genesys productsGenesys CloudGenesys CXcloud software solutionscontact center software solutionsQuality Assurance Testing (QAT)User Acceptance Testing (UAT)solution optimizationcall flow configurationdocumentation
Soft skills
consultingcollaborationcommunicationproject planningproblem-solvingcustomer needs assessmenttraining developmentpresentation skillsmeeting facilitationinterpersonal skills
Certifications
Genesys Certified Professional (GCP)Genesys Certified Associate (GCA)
