PS Consultant - Self-Service & Artificial Intelligence

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.

Job Title: Professional Services Consultant – Self-Service & Artificial Intelligence
Department & Team: COE Professional Services Organization - Philippines

Job Summary
The position is integral to the ongoing technical solution deployment and technical application support of Professional Services (PS) capabilities. This includes five key areas:
• Demonstrates product expertise in Genesys products and solutions.
• Provides top quality service engagements for large or strategic customers or other accounts serving as the technical lead and/or engineer.
• Follows PS implementation standards.
• Assesses complex project situations to make appropriate recommendations to both Genesys and the customer.
• Initiates and suggests process improvements to the leadership to increase
efficiencies for the delivery of Genesys solutions.

Major Responsibilities/Activities
The SS&AI Consultant is responsible for delivering Genesys solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of Genesys products.

Solution Deployment (85%)
• Works in close concert with Project Manager and Technical Lead in successfully delivering projects.
• Delivers 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.
• Follows PS implementation standards.
• Execution of project plan tasks associated with engagements.
• Test plan validation in close collaboration with the Quality Assurance team.
• Regular communication of project status.
• Provides onsite/remote support for customers as needed.
• Maintains an average of 72% 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 to internal or external resources as needed.
• Maintains a friendly and professional attitude in stressful situations.

Administration (5%)

• Maintains accurate and timely submission of timesheets, expense reports, and project-related forms.
• Maintains regular internal communications with the project team (e.g., Technical Lead and Project Manager).
• Provides feedback and updates to internal processes through internal
documentation.
• Follows standard departmental processes.

Training (10%)
• Continues to stay abreast of new Genesys product releases through internal
training, shadowing with experienced consultants, lab exercises, and standard
product training and certifications.

Minimum Requirements
• Bachelor’s degree in a Computer Engineering/Computer Science/Information
Technology/or related discipline or equivalent professional technical experience.
• At least 2 years of experience in Professional Services or project implementation around Contact Center technologies.
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging issues.

Technical Skills
• Knowledge in Contact Center fundamentals and concepts (IVR, ACD, Voice, Digital Channels, Bots, etc.)
• Experience with Self-Service IVR (DTFM or speech) or Bots (chat or voice).
• Knowledge of HTTP requests, REST web services, and JSON.
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a hard requirement.
• Programming knowledge or experience is a big plus.
• Exposure to either Amazon Lex, Google Cloud Dialogflow, or Nuance Mix will be a big advantage.
• Knowledge of Amazon Web Services (AWS) is a bonus.

Business Skills
• Team player and capable of working through a fast-paced and complex project.
• Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
• Prior experience in working in a customer-facing role.
• Knowledge of customer service processes.
• Knowledge of change control processes.
• Exercises good judgment.
• Strong follow-through, ownership and responsibility on tasks assigned.
• EIective time management and maintaining flexibility.
• Demonstrate flexibility to adjust working hours to match customer and team
interactions.

Work Context
• Communicates regularly with colleagues, management, internal business units, and customers.
• Hybrid work arrangement but participation in face-to-face oIice activities including scheduled oIice days is required.
• May require occasional travel to customer sites, including local and international locations.
• Possess a valid passport for international travel.

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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 HR@genesys.com. 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.

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Genesys is an equal opportunity employer committed to equity 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.