senior professional services Consultant - voiceGenesys

Job Title: Sr. Professional Services Consultant - Voice
Job Location: Manila, Philippines
Job Description
Professional Services Consultants provide technical expertise for Genesys solution implementations of products and services related to voice platforms in both Genesys Engage (Premise and Cloud) and Genesys Cloud. This includes customer discovery sessions, solution design, software installation and configuration, functional and integration testing, technical documentation, and knowledge transfer to the customer and other project stakeholders.
The position will report to the Professional Services Manager based in Manila. Successful candidates will work closely with project teams around the world, under the leadership of assigned Project Manager(s) and would be responsible for the outcome of each individual project engagements while providing the best customer experience for our customers and partners.
Responsibilities for the role include (but are not limited to):
Deployment of Genesys solutions in premise or the cloud focusing on the suite of products related to Voice channel, such as inbound, outbound, routers, and routing strategies.
Management of project timelines by ensuring dependencies and deadlines are being met.
Maintaining accurate records of customer deployments including Architecture, Configuration, Deployment Templates, etc. and archiving upon completion.
Troubleshooting of complex applications and integration.
Following project change management protocols and customer security guidelines.
Performing knowledge transfer of delivered solutions at the conclusion of each engagement as necessary.
Participate in the creation of Knowledge Base articles, solutions, and other related collaterals.
Provide timely progress reports on project deliverables to appropriate Project Managers, stakeholders, and other senior members of the technical staff.
Required Profile and Qualifications
Bachelor's Degree in Computer Engineering, Computer Science, or 3 or more years of related industry experience with a technology company.
Practical knowledge and understanding of various contact center technologies (voice, email, chat, social media, messengers, bots, etc.) and common web application architectures.
Software design and development experience preferably in the fields of Web, TCP/IP network applications programming.
Good knowledge of web application technologies such as HTML5, CSS, ECMA/Javascript, AJAX, CometD, WebSocket, REST, and classic web services.
Experience integrating with APIs using a modern structured programming language.
Good knowledge of the following:
Client Server Architecture
Linux CLI and Server Administration
Databases (MSSQL, Oracle, PostgreSQL, etc.)
NoSQL Database (Preferably Cassandra)
Web Servers (Apache, Tomcat, Jetty, Lighttpd, Nginx, etc.)
Server Security (SSL/TLS and Certificates, Firewalls, etc.)
Be able to demonstrate solid analytical programming and problem-solving skills including software operation diagnostics to get to the heart of complex issues.
Business Skills:
Be able to work independently and as a member of a local and virtual team through a fast paced and complex project engagement.
Good command of the English language on both verbal and written mediums and able to effectively communicate and interact with business and technical audiences. Similar capabilities in other major languages are a plus.
Knowledge of customer service and cloud change control processes.
Prior experience working in a customer facing role.
Exercise good judgement and demonstrate strong follow-through, ownership, and responsibility on tasks assigned.
Manage time effectively and demonstrate flexibility in adjusting working hours to match customer and team interactions.
Optional (Definite Plus):
Knowledge of communication protocols and networks such as:
SIP, TCP/IP, DNS, VPN, Networking (LAN/WAN), IPV4, Routers, Load Balancers, etc.
Experience with on-demand computing platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud.
Practical experience working with Genesys product implementations which involved voice interactions in either Engage, Connect, or Cloud.
Knowledge of Consulting Services or Project Delivery best practices used in the industry among leading consulting organizations.
Familiarity with contact center technologies would be considered as a strong plus for the candidate.
Other Considerations:
Candidates who have held these or similar positions in the past are very much encouraged to apply.
IT Consultant
Full Stack Developer
Web Developer
Programmer
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
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Covid-19:
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.
As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.
Reasonable Accommodations:
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This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion 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 ServiceSM, 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
Genesys is an equal opportunity employer committed to diversity 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.
Genesys

Manila City, Metro Manila
Permanent
Full-time