Senior Principal PS Consultant

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Summary:   The S enio r Principal Consultant is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities.  This includes five key areas:     Demonstrates product expertise in most Genesys Cloud products  and obtained at least one   Genesys Cloud Certified Professional   certification   Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor 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 Project Managers and other Management to increase efficiencies for delivery of Genesys Cloud solutions    Major Responsibilities/Activities:   The   S enio r Principal Consultant   is responsible for delivering Genesys Cloud 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%)    Delivers   Customer experience and Digital transformational   engagements   including   the following technologies :    Artificial Intelligence   Implementing Bots and various AI solutions:  Google   DialogFlow , Amazon Lex, Amazon Polly, Google TTS,   Omillia ,   etc   Social Media Integrations, Chatbots, SMS Messaging   Expertise in Genesys Cloud   deployoment   Telephony Configuration - BYOV, BYOC, BYOC-P   SIP, WebRTC, and Voice based Architecture, and troubleshooting   Experience with software integration into large and complex environments.   Networks and network security concepts (Encryption)   Web technology and application servers (HTML, Tomcat,   Jetty   and others)   Genesys Cloud Embeddable Framework, API’s, Data Actions, Call Flows   Genesys Cloud CRM Integrations - SFDC, ServiceNow, ADP, MS Teams, Zoom,   ZenDesk , etc.   Genesys Cloud SSO Integrations - Okta, OneLogin, SFDC, Azure, Ping Federate, Google, Generic IP.   Proven ability to think outside the box when required, and develop creative solutions to complex problems that meet customer requirements    Good working experience in project scoping and planning   Works in close concert with Project Manager in successfully delivering projects    Experience with Agile and Scrum project delivery practices and tools such as Jira.   Experience with the change management processes in the Cloud.   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  following best practices and standards   Execution of project plan tasks associated with engagements    Test plan validation    Regular communication of project status    Provides onsite/remote support for customer escalations as needed    Maintains on average of 70% utilization for billable projects    Identifies engagement-related problem areas and solves the issues in a proactive manner    Assists the Support group in performing service call/maintenance activities as required    Provide technical training to internal or external resources as needed    Maintains 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 project team, team lead, and manager    Provides feedback and updates to internal process through internal documentation    Follows standard department processes    Enablement   (10%)    Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications     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     Work Context:    Communicates regularly with colleagues and management    Uses computer frequently