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Protocol Intelligence
Data-driven signals on your job's competitivenessKnown SaaS brand, metro role, and broad technical skills create moderate candidate competition.
Requires Genesys Cloud and contact-center telephony experience, limiting cross-industry transferability.
Explicit 2+ years requirement plus product-specific technical and operational support skills enforce moderate filtering.
Job Description
Structured overview of role & requirementsAbout This Role
Lead technical implementation and deployment of Genesys Cloud solutions for large or strategic customers, ensuring adherence to Professional Services implementation standards.
Provide post-GoLive production support and operational environment management, including customer escalation support and service call assistance.
Collaborate closely with Project Managers to execute project plans, communicate status regularly, and proactively identify and resolve engagement-related issues.
Minimum Requirements
Bachelor’s degree in Telecommunication, Computer Engineering, Computer Science, Computer Technology, or related field (or equivalent professional technical experience).
Minimum 2 years of related experience; prior Genesys Cloud Implementation or Administration experience is highly desirable but not mandatory.
Technical skills: Knowledge of HTTP requests, REST web services, JSON, IP Telephony hardware (Genesys Cloud Edge, Audiocodes, Cisco Gateways, Polycom, Cisco phones), plus familiarity with network routing/switching devices is a plus.
Must have flexibility to work across North American time zones and potentially take up an operational service management role.
Ideal Candidate Profile
Experienced in delivering complex technical projects with significant customer interaction and escalation management responsibility.
Technically proficient with a broad set of Genesys Cloud products and related networking and software tools, capable of troubleshooting challenging configurations.
Comfortable working in a fast-paced environment coordinating with cross-functional teams including QA, Project Management, and Customer Care to drive high quality delivery and support.