PS Consultant

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

📋 Description

• Provide and support Genesys Cloud solutions for clients or partners.

• Act as the primary technical advisor and/or engineer for significant or strategic clients.

• Execute post-sales technical implementation activities as part of Professional Services engagements.

• Offer post-GoLive production support and manage customer environments.

• Carry out project plan tasks and validate test plans alongside the Quality Assurance team.

• Regularly communicate project status updates.

• Provide onsite or remote assistance for customer escalations as necessary.

• Achieve and maintain over 70% utilization for billable projects.

• Proactively identify and resolve engagement-related issues.

• Support Customer Care with service calls and maintenance tasks.

• Deliver technical training to both internal and external resources.

• Collaborate directly with clients as an individual contributor.

• Take ownership of troubleshooting production solutions when required.

• Work within Agile and Waterfall engineering methodologies.

• Keep track of timesheets, expense reports, project forms, documentation, and internal communications.

• Stay updated on Genesys product releases through training, shadowing, lab development, and industry certifications.

⛳️ Requirements

• Bachelor’s degree in Computer Engineering, Computer Science, Computer Technology, Telecommunications, or a related field, or equivalent professional technical experience.

• A minimum of 3 years of relevant experience.

• Previous experience with Genesys Cloud implementation and/or administration is essential.

• Strong technical problem-solving and troubleshooting capabilities.

• Willingness to adjust working hours to accommodate customer and team needs.

• Availability to support North America hours is advantageous, ideally until 3:30 PM ET.

• Familiarity with HTTP requests, REST web services, and JSON.

• Understanding of Genesys Cloud Edge, Audiocodes, Cisco Gateways, and IP telephones.

• Knowledge of Cisco, Juniper, or other network routing and switching devices is a plus.

• Experience with Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMware ESXi, MS Visio, MS Office, and MS Outlook.

• Proficiency in Java, C#.NET, Python, PHP, and web application development scripting, tools, and methodologies is highly beneficial.

• Familiarity with Windows 200/2008/2012R2, XP, Vista, and Windows 7.

• AWS knowledge is an added bonus.

• Ability to work on or lead a team through fast-paced, complex projects.

• Outstanding verbal and written communication skills in business English are required.

• Prior experience in a customer-facing role is necessary.

• Understanding of customer service protocols and cloud change control processes.

• Good judgment, follow-through, accountability, responsibility, and effective time management skills.

🏝️ Benefits

• Flexible working arrangements.

• Mentorship opportunities.

• Access to learning programs.

• Leadership development initiatives.

• Education support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.