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Tier-1 brand, mid-level 3+ years, broad skills and customer-facing PS role increases applicant competition.
Role requires product-specific Genesys Cloud expertise and telephony integrations, making industry crossover difficult.
Mandatory 3+ years and Genesys Cloud implementation/administration experience enforce strict screening.
Lead technical implementation and support of Genesys Cloud solutions for large or strategic customers, ensuring adherence to Professional Services standards.
Deliver post-sales technical consultation, including post-GoLive production support and escalation troubleshooting, across multiple projects simultaneously with an average 70%+ billable utilization.
Collaborate with Project Managers and internal teams to improve processes and ensure timely project execution, customer environment management, and quality deliverables.
Bachelor’s degree in Computer Engineering, Computer Science, Telecommunications, or related field (or equivalent professional experience).
Minimum 3 years of relevant experience with mandatory prior experience in Genesys Cloud Implementation and/or Administration.
Technical knowledge including HTTP requests, REST web services, JSON, IP Telephony devices (Genesys Cloud Edge, Audiocodes, Cisco Gateways), and relevant software tools; software development skills (Java, C#.NET, Python, PHP) are a significant plus.
Flexibility to work across different time zones (especially North America) and support operational service management roles as needed.
Demonstrated expertise across majority of Genesys Cloud products with experience delivering complex, large-scale implementations and operational support.
Comfortable managing multiple concurrent projects under both Agile and Waterfall methodologies, with a focus on technical problem-solving and escalation management.
Experienced in customer-facing roles requiring collaboration with diverse technical teams and the ability to communicate technical status and recommendations clearly.