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Genesys Cloud specialization reduces applicant pool despite mid-level metro role.
Role requires specific Genesys Cloud, telephony, and networking experience, making cross-industry transfer difficult.
Mandatory 3+ years and required Genesys Cloud implementation experience increases shortlisting strictness.
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Lead technical implementation and support of Genesys Cloud solutions for large or strategic customers, including post-GoLive production support and troubleshooting.
Maintain high billable utilization (~70%+) by managing multiple projects and ensuring adherence to Professional Services standards and processes.
Collaborate with project management to improve delivery efficiencies, validate test plans, and provide technical training internally and externally.
Bachelor’s degree in Computer Engineering, Computer Science, Telecommunications, or related technical discipline, or equivalent experience.
3+ years of related experience with mandatory prior Genesys Cloud Implementation and/or Administration experience.
Experience working on digital channel customer projects (Email, SMS, ChatBot, Social media) is a plus but not mandatory.
Flexibility to work across North American time zones and to support operational service management roles post-production.
Technically proficient with most Genesys Cloud products and able to effectively troubleshoot complex integration and configuration issues.
Comfortable working in customer-facing roles involving escalations, training, and cross-functional collaboration in both Agile and Waterfall project environments.
Experienced in fast-paced, multi-project professional services delivery with strong ownership and adherence to PS standards and processes.