Bilingual

• 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).

Senior PS Consultant, Spanish Bilingual

• Handle inbound and outbound calls, emails, and chats in both English and Spanish for pre-settlement funding inquiries
• Gather accurate case information — accident details, attorney contacts, case status, and funding eligibility
• Walk clients through the pre-settlement funding process clearly and compassionately in their preferred language
• Coordinate with attorneys and law firms to collect required documentation and case updates
• Assess case eligibility and route to the appropriate funding team for review and approval
• Maintain accurate, detailed records of every client interaction and case progression
• Bridge communication gaps between Spanish-speaking clients and internal English-speaking teams
• Uphold data privacy, compliance standards, and professionalism at every touchpoint

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Senior PS Consultant, Spanish Bilingual

Bilingual Representative, English - Spanish Speakers