Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Genesys recruiters will never ask for sensitive personal or financial information during the application phase. Initial inquiries might come through LinkedIn, but all communication thereafter is through an official Genesys portal. Continue to stay alert and safe.

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.

Location: US Based, Remote

Job Summary:

As a Senior Principal Consultant in Professional Services at Genesys, you will play a strategic role in the deployment, integration, and support of Genesys Cloud solutions for enterprise customers. You’ll collaborate with cross-functional teams, ensure technical excellence in every implementation, and serve as a trusted advisor to our clients through your expertise and professionalism.

Summary of Responsibilities/Activities:

Execute technical implementation activities from post-sale through support transition
Provide top quality service engagements for large or strategic customers or other accounts serving as the lead technical advisor and/or engineer 
Assess complex project situations to make appropriate recommendations to both Genesys and the customer 
Initiate and suggest process improvements to Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions 
Work in close concert with Project Manager in successfully delivering projects 
Oversee and lead execution of test plans including validation work.
Maintain on average of 70% utilization for billable projects 
Identify engagement-related problem areas and solves the issues in a proactive manner 
Assist the Support group in performing service call/maintenance activities as required 
Provide technical training to internal or external resources as needed

Administration (5%) 

Maintain accurate and timely submission of timesheets, expense reports, and project-related forms 
Maintain regular internal communications with project team, team lead, and manager 
Provide feedback and updates to internal process through internal documentation 
Follow standard department processes

Minimum Requirements: 

Bachelor’s degree in a Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience 
3+ years of experience with the Genesys Cloud Platform 
Knowledge on Amazon Web Services (AWS) 
Development experience build apps and integration leveraging APIs, JSON, and JavaScript  
8+ years of related experience 
Experience with applications leveraging APIs, JSON, and/or JavaScript 
Excellent communication skills 
Software: Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)

Highly Desired Technical Skills:  

IP Telephony & Hardware:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.) 
Cisco/Juniper/other network routing and switching devices is an added advantage

Business Skills: 

Capable of working on or leading a team through a fast paced and complex project 
Excellent verbal and written business communication skills, including escalation management and information presentation 
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

Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel) 

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$128,400.00 - $238,600.00

Benefits:

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

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.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.

Senior Principal Consultant

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