Principal Genesys Cloud PS Consultant

This is a fully remote position, open to applicants in Estonia.

📋 Description

• Act as the main technical liaison for customers and internal stakeholders, offering expert consultancy on Genesys Cloud solutions.

• Spearhead the design and implementation of comprehensive technical solutions, which involve facilitating workshops, gathering requirements, and generating technical design documentation with stakeholder approval.

• Evaluate intricate business and technical issues to devise scalable and effective solution architectures.

• Manage and enhance the technical architecture of Genesys solutions, incorporating new technologies and best practices as suitable.

• Configure and optimize Genesys Cloud environments to meet evolving business and operational requirements.

• Oversee the planning and execution of contact center deployments, migrations, and system upgrades.

• Serve as the primary escalation and coordination point for all Genesys-related concerns, collaborating with internal teams and external vendors.

• Assist with production readiness activities to ensure a seamless transition of contact center solutions into live environments.

⛳️ Requirements

• Over 5 years of practical experience in supporting and optimizing large, multi-site, complex contact center environments.

• Proven experience in designing, implementing, and supporting Genesys Cloud solutions within enterprise contexts.

• Demonstrated expertise in developing routing strategies and IVR workflows utilizing Genesys Architect.

• Familiarity with CRM integration (e.g., Salesforce, MS Dynamics) within the Genesys Cloud ecosystem.

• Strong foundation in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance.

• Comprehensive understanding of business processes and how they align with customer experience technologies.

• In-depth knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing strategies.

• Preferred knowledge of Genesys Cloud Workforce Management (WFM) to provide expert guidance and best practices for optimizing workforce management processes within the Genesys Cloud environment.

• Experience in conducting Genesys Cloud training sessions for various roles such as supervisors, administrators, users, and architects to improve their understanding and effective use of Genesys Cloud features.

• Familiarity with CX Cloud from Genesys and Salesforce.

🏝️ Benefits

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.