Professional Services Consultant
Professional Services Consultant
We seek an experienced CCaaS Implementation Consultant to join our team and help clients successfully implement Genesys Cloud Contact Center solutions. The successful candidate will have an excellent product experience in most Genesys Cloud products, follows Professional Services implementation standards, work closely with customers to understand their business and technical requirements, and develop customized implementation plans that meet their specific needs. You will handle complex projects and make the proper recommendations to the customer. You will be responsible for managing the implementation process from start to finish, ensuring that all stakeholders are kept informed and that the project is completed on time and within budget.
Responsibilities
- Conduct requirements gathering and analysis sessions with clients to understand their business needs and technical requirements
- Delivers technical implementation activities from pre-sale to support in any of the following activities/phases but not limited to:
- Discovery, Requirements Gathering – Understands customer and business requirements
- Proof of Concept Implementation
- Build Implementation and Integration
- Base Configurations (Contact Center Based such as Skills, Wrap-up Codes, Queues, Users, Roles, Phone Settings, Phone Numbers, etc.)
- Telephony Configuration (SIP Trunks, Genesys Edge Device Pairing, Cloud or Bring Your Own Carrier Based)
- Call Flow Development
- Agent Display Scripting Configuration
- Outbound Campaign/Dialer Configurations
- Integrations scenarios, such as AppFoundry/Expert App Implementation, Data Actions from CRM-based platforms, and SSO
- Reporting Out of the Box based on Genesys Cloud
- Unit Testing
- Quality Assurance and User Acceptance Testing Support
- End-User Training
- Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.
- Pre-Go Live Preparation, Go-Live Support, Post-Go-Live Support, Hyper Care Support
- Provide pre-sales support
- Develop and maintain project plans, timelines, and budgets to ensure the successful implementation of Genesys Cloud Contact Center solutions
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field
- 2+ years of experience in implementing and configuring Contact Center solutions and technologies
- Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable
- Strong understanding of contact center technologies, including telephony, IVR, ACD, and CRM integration
- Experience in project management and implementation methodologies
- Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
- Has the below technical skills/experience:
- HTTP requests, REST web services, and JSON.
- Omnichannel solutions
- Understands flowchart-based designs
- Knowledge of third-party application integrations such as Salesforce, Zendesk, ServiceNow, etc.
- IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
- Software Delivery Models such as Waterfall or Agile
- Knowledge of Amazon Web Services (AWS) is an added advantage.
- Knowledge of Networking fundamentals (Cisco/Juniper or another network routing, switching devices, DHCP/DNS) and certifications is an added advantage.
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools, and methods is an added advantage.
If you are a highly motivated individual, have an entrepreneurial mindset, and are looking to join a fast-paced growing industry with a passion for excellence and learning and aspiration to deliver successful implementation SaaS projects, we are looking for you and encourage you to apply for this position.
اضغط هنا للتقدم للوظيفة من الموقع الأصلي
