Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Job Title: Professional Services Consultant – Self-Service & Artificial Intelligence

Department & Team: COE Professional Services Organization - Philippines

Job Summary

The position is integral to the ongoing technical solution deployment and technical application support of professional services (PS) capabilities. This includes five key areas:

• Demonstrates product expertise in most Genesys products
• 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 the delivery of Genesys solutions

Major Responsibilities/Activities

The SS&AI Consultant is responsible for delivering Genesys 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%)

• Works in close concert with Project Manager in successfully delivering projects.
• 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
• Follows PSO implementation standards
• Execution of project plan tasks associated with engagements
• Test plan validation in close collaboration with the Quality Assurance team
• Regular communication of project status
• Provides onsite/remote support for customer escalations as needed
• Maintains an average of 70% utilization for billable projects
• Identifies engagement-related problem areas and solves the issues in a proactive manner
• Assists the Customer Care organization in performing service call/maintenance activities as required
• Provide technical training to internal or external resources as needed
• Maintains a 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 the project team, team lead, and manager.
• Provides feedback and updates to internal processes through internal documentation
• Follows standard department processes.

Training (10%)

• Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications

Minimum Requirements

• Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
• 2 years of related experience
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Technical Skills

• Contact Center fundamentals and concepts (IVR, ACD, Voice, Digital Channels, etc.)
• Experience with speech IVR, speech recognition, chatbots, and voice bots.
• Knowledge of HTTP requests, REST web services, and JSON.
• Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools, and methods is a big plus.
• Exposure to Amazon Lex, Google Cloud Dialogflow, and Nuance Mix will be a big advantage.
• Knowledge of Amazon Web Services (AWS) is a bonus.

Business Skills

• Capable of working on or leading a team through a fast-paced and complex project.
• Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
• Prior experience in working in a customer-facing role
• 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 maintaining flexibility
• Demonstrate flexibility to adjust working hours to match customer and team interactions

Work Context

• Communicates regularly with colleagues and management
• Uses computer frequently
• Occasionally travels to customer and business meeting sites, including international locations
• Valid Passport for International Travel

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About Genesys:

Every year, Genesys orchestrates billions of 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. 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.