Senior PS Consultant, Spanish Bilingual

Genesys

Senior PS Consultant leading and supporting Genesys Cloud solutions for the LATAM region. Delivering technical implementation and ensuring customer satisfaction with a focus on continuous improvement.

Posted 6/4/2026full-timeManila • 🇵🇭 PhilippinesSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudDNSGoJava.NETPHPPythonServiceNowSwitching

About the role

Key responsibilities & impact

Act as a Tech Lead and demonstrate product expertise in most Genesys Cloud products
Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.
Follows Professional Services implementation standards.
Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer.
Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions
Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to Pre-Sales – Scopes and Estimates Effort in collaboration with the sales team.
Discovery and Requirements Gathering, Scoping and Level of Effort – Understands customer and business requirements which delivers Genesys Standard Based Documentation and Design Requirements.
Proof of Concept Implementation – Preliminary implementation of the initial requirements for feasibility.
Build Implementation and Integration Base Configurations (Contact Center Based such as Skills, Wrap-up Codes, Queues, Users, Roles, Phone Settings, Phone Numbers, etc.)
Telephony Configuration (SIP Trunks, Genesys Edge Device Pairing, Cloud or Bring Your Own Carrier Based)
Call Flow Development Agent Display Scripting Configuration Outbound Campaign/Dialer Configurations Integrations – AppFoundry / Expert App Implementation, Data Actions from CRM based platforms, and/or SSO Reporting Out of the Box based on Genesys Cloud Unit Testing Quality Assurance and User Acceptance Testing Support End-User Training or Transfer of Information (ToI) Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.
Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Support Concierge/Early Adoption Service (White-Glove Service) - provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform.
Managed Services Operational Service Management Move, Add, Change, Delete (MACD) Change Management & Ticket Triage Conducts Change Deployments General knowledge on omnichannel, such as Voice, Email, Chat, SMS, and/or Social Media Staff Augmentation Assigned as a dedicated resource for a particular project that works under the customer’s project team along with its process and target deliverables.
Project Change Implementations Consult & Assist Delivery Flexible to adapt to different project delivery process agreements with customer project engagements.
Act as a Tech Lead, leading a project implementation. Follows Professional Services implementation standards.
Execution of project plan tasks associated with engagements.
Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
Regular communication of project status.
Provides remote/onsite support for customer escalations as needed.
Maintains on average 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 (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery. Maintains friendly and professional attitude in stressful situations.
Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery, implementation, etc.), including, knowledge transfer of specific skills.
Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).
Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).

Requirements

What you’ll need

Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience
3+ years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience
Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience
Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
Technical Skills Knowledge of Contact Center Solutions/Technology Knowledge of HTTP requests, REST web services, and JSON.
Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging.
Understands flow chart-based designs.
Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.
IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)
Software: Wireshark, DHCP/DNS, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Knowledge of Amazon Web Services (AWS) is an added advantage.
Knowledge in Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications is an added advantage.
Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is an added advantage.
Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
Bilingual proficiency required: Candidate must be fluent in Spanish , with strong written and verbal communication skills sufficient to conduct customer meetings, deliver training, manage escalations, and produce professional documentation in the selected language.
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.

Benefits

Comp & perks

Great benefits and perks like larger tech companies
Independence to make a larger impact on the company
Ownership of work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Genesys CloudContact Center technologyHTTP requestsREST web servicesJSONOmnichannel solutionsIP TelephonySoftware DevelopmentJavaC#.NET

Soft Skills

technical problem-solvingcollaborationcommunicationescalation managementflexibilitytime managementownershipresponsibilitytraining facilitationcustomer service

Certifications

Genesys Cloud ProfessionalGenesys Cloud SpecialistGDPRHIPAAPCISecurity