Senior PS Consultant

Role Overview

• Serve as a customer liaison for phone and email support requests; act as a front-line advocate to drive timely resolution of application issues.
• Own case triage from intake through closure, including investigation, reproduction, root-cause identification, workaround recommendations, and resolution validation.
• Review and understand the custom application code relevant to reported issues; correlate the problem description with code paths and runtime behavior to identify potential defects and propose a fix or remediation approach using available tools and established processes (e.g., version control, ticketing, CI/CD), partnering with engineering where required.
• Apply SDLC best practices (requirements, design, build, test, release) and demonstrate strong familiarity with system design concepts (scalability, reliability, observability, failure modes).
• Create and maintain Knowledge Base articles, runbooks, RCA reports, and other support collateral that improves time-to-resolution and prevents recurrence.
• Set appropriate problem-resolution expectations and provide clear, timely progress updates to customer/partner stakeholders.
• Interface with Custom Solutions Subject Matter Experts and Expert App engineering when issues require deeper escalation beyond frontline resolution.
• Lead and coordinate investigation during critical incidents, including driving cross-functional engagement and stakeholder communications.
• Contribute to (and, as needed, lead) custom app enablement and implementation activities, including (but not limited to) rollout planning, setting up integrations and other apps, deployment support, validation, and post-go-live stabilization.
• Partner with internal teams and customer stakeholders to ensure solution alignment with platform capabilities and operational requirements.
• Use common engineering/support toolchains effectively (e.g., Git, Jira, CI/CD tools such as AppVeyor or equivalents).
• Monitor cloud application components and related data stores as applicable; perform upgrades/maintenance following prescribed guidance and change practices.
• Identify workflow, tooling, and process improvements to enhance team efficiency and quality; mentor junior team members and coordinate workload to meet SLAs.
• Participate in a shift roster spanning the day, with flexibility to work outside normal hours as needed for critical cases and stakeholder alignment.

Requirements

• May require a minimum of 5 years of related experience with a bachelor’s degree, 3 years and a master’s degree, or a PhD without significant prior working experience, or equivalent.
• Strong hands-on expertise with Genesys Cloud, including a solid understanding of the platform’s API-first architecture and experience with Genesys Cloud APIs (including, but not limited to, Platform APIs and Analytics APIs) used to build and support custom applications.
• Proven ability to investigate and resolve complex issues independently, including reproducing problems, isolating root cause, and driving resolution through to closure.
• Demonstrated ability to read, understand, and troubleshoot application code; identify defects related to reported issues and propose practical fixes or remediation approaches.
• Strong understanding of web application architecture, client-server concepts, and API transactions (REST, SOAP, etc.).
• Practical experience working in AWS environments and understanding common cloud-native components and patterns, including (but not limited to) Lambda, EC2, DynamoDB, CloudWatch, Fargate, and concepts such as containerization and virtualization.
• Comfort operating in UNIX/Linux environments (logs, services, permissions, basic administration).
• Strong verbal and written communication skills in English; able to communicate effectively with both technical and business audiences.
• Ability to operate under pressure and deliver within stringent timelines, strong collaboration and mentorship mindset.

Tech Stack

• AWS
• Cloud
• DynamoDB
• EC2
• Linux
• SDLC
• SOAP
• Unix

Benefits

• larger tech companies benefits and perks
• independence to make a larger impact on the company
• ownership of work