Senior PS Consultant, Spanish Bilingual

Role Overview

• Act as a Tech Lead and demonstrate product expertise in most Genesys Cloud products
• Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.
• Follows Professional Services implementation standards.
• Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer.
• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions
• Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
• Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to Pre-Sales – Scopes and Estimates Effort in collaboration with the sales team.
• Discovery and Requirements Gathering, Scoping and Level of Effort – Understands customer and business requirements which delivers Genesys Standard Based Documentation and Design Requirements.
• Proof of Concept Implementation – Preliminary implementation of the initial requirements for feasibility.
• 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 – AppFoundry / Expert App Implementation, Data Actions from CRM based platforms, and/or SSO Reporting Out of the Box based on Genesys Cloud Unit Testing Quality Assurance and User Acceptance Testing Support End-User Training or Transfer of Information (ToI) Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.
• Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Support Concierge/Early Adoption Service (White-Glove Service)
• provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform.
• Managed Services Operational Service Management Move, Add, Change, Delete (MACD) Change Management & Ticket Triage Conducts Change Deployments General knowledge on omnichannel, such as Voice, Email, Chat, SMS, and/or Social Media Staff Augmentation Assigned as a dedicated resource for a particular project that works under the customer’s project team along with its process and target deliverables.
• Project Change Implementations Consult & Assist Delivery Flexible to adapt to different project delivery process agreements with customer project engagements.
• Act as a Tech Lead, leading a project implementation. Follows Professional Services implementation standards.
• Execution of project plan tasks associated with engagements.
• Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
• Regular communication of project status.
• Provides remote/onsite support for customer escalations as needed.
• Maintains on average 70% utilization for billable projects Identifies engagement-related problem areas and solves the issues in a proactive manner.
• Assists the Customer Care organization in performing service call/maintenance activities as required.
• Provide technical training (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery. Maintains friendly and professional attitude in stressful situations.
• Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery, implementation, etc.), including, knowledge transfer of specific skills.
• Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).
• Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).

Requirements

• Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience
• 3+ years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
• Technical Skills Knowledge of Contact Center Solutions/Technology Knowledge of HTTP requests, REST web services, and JSON.
• Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging.
• Understands flow chart-based designs.
• Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.
• IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
• Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)
• Software: Wireshark, DHCP/DNS, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
• Knowledge of Amazon Web Services (AWS) is an added advantage.
• Knowledge in Networking fundamentals (Cisco/Juniper/other 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.
• Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
• Bilingual proficiency required: Candidate must be fluent in Spanish , with strong written and verbal communication skills sufficient to conduct customer meetings, deliver training, manage escalations, and produce professional documentation in the selected language.
• Prior experience in working in a customer facing role.
• Knowledge of customer service processes.
• Knowledge of Cloud change control processes.
• Exercises good judgment.
• Strong follow-through, ownership & responsibility on tasks assigned.
• Effective time management and maintains flexibility.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.

Tech Stack

• AWS
• Cloud
• DNS
• Java
• PHP
• Python
• ServiceNow
• Switching
• Go
• .NET

Benefits

• Great benefits and perks like larger tech companies
• Independence to make a larger impact on the company
• Ownership of work