Principal PS Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Principal PS Consultant
This role opens up opportunities for applicants based in Malaysia, Philippines or Singapore.
 

The Principal PS Consultant is a leader in an APAC team that delivers Genesys Cloud solutions to direct customers, strategic accounts, and partners around APAC and also worldwide. 

This role is primarily responsible for the following tasks:

• Conduct in-depth analysis of existing Customer Experience (CX) maturity, and identify transformational areas where personalized, seamless Experience-as-a-Service and Conversational AI technologies can be effectively applied to enhance CX across all touchpoints and interactions between a customer and a business.

• Design and review technical implementation of customer CX solutions, including presales solution proposal, project design workshop, and accurate documentation of designs.

• Provide technical assistance to project team members during project implementation.

• Documentation of project retrospective review.

• Documentation of team feedback tracker.

• Build (Configuration/Development/Migration of Genesys Cloud Product Suites).

• SIT Support (SIT Test Configuration, and Defect Resolution).

• UAT Support (Defect Resolution, and Change Request).

• Go-live Support

These tasks focus primarily upon the Genesys product suite, but an overall implementation involves issues that span the breadth of IT; it may touch on cloud computing, physical or virtualized hardware, operating systems, enterprise IT telephony or network. 

Meeting customer expectations and timelines are crucial to the success of our team, so excellence in quality and customer service is imperative. 

Solution Deployment

• Works closely in communication with project teams to deliver assigned project tasks.

• Responsible for business solution design, development and delivery on mid-market to enterprise-sized Genesys practice or solution implementation engagements.

• Configures, develops, and troubleshoots customer system configurations according to project documentation.

• Actively participates in meetings and direct conversations with project teams.

• Provides remote support or travels on site as needed.

• Identifies implementation related problem areas and solves the issues in a proactive manner.

• May have engagement management responsibilities for large-sized engagements.

• Translates customer business requirements into detailed, comprehensive design documentation.

• Guides technical resources in the completion of technical designs.

• Configures, develops, and troubleshoots customer system configurations according to project documentation.

• Actively participates in meetings and direct conversations with customers.

• Provides remote support or travels on site as needed.

• Provides end-user training to customer resources.

• Handles escalations in a direct, calculated manner.

Administration

• Maintains accurate and timely submission of timesheets, expense reports, and project-related forms.

• Maintains regular internal communications with project team, team lead, and manager

• Provides feedback and updates to internal process through internal documentation

• Follows standard department processes.

Training

• Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications.

• Develops and conducts internal training sessions.

Minimum Requirements

• Bachelor’s degree in Computer Science, Computer Technology, Information Technology, Telecommunications/Computer Engineering related technical discipline, or equivalent professional technical experience

• 8+ years of Contact Centre/CRM/Conversational AI solutions implementation or administration experience; or 6+ years of Genesys solutions implementation experience

Technical Skills

• Must have experience in designing and implementation of:

  • Omnichannel CX Solution, i.e. SIP/VoIP (VoIP gateway, IP telephone/WebRTC), Chat/Messaging, Conversational AI/Bot technology,

  • Web API architecture, e.g. SOAP Web Services, REST APIs, JavaScript, HTML/PHP/CSS.

• Knowledge and experience with one of more of the following technologies is an added advantage:

  • Any Web application and/or Mobile application development framework, e.g. React Native, etc

  • Databases languages and Crystal Reporting,

  • Multi-tenant cloud computing, distributed systems, microservices architecture

Business Skills

• Must be able to travel within Southeast Asian (SEA) and other locations as the business requires.

• Fluency in English and Thai, with excellent verbal and written communication skills, is a must. Proficiency in other Southeast Asian (SEA) languages is an advantage.

• Good interpersonal skills.

• Creative, analytical, and problem-solving skills.

• Capable of leading a team through a fast paced and complex project

• Capable of effectively delegating tasks to a resource pool to efficiently drive a project

• Thorough understanding of the requirement gathering process

• Excellent verbal and written business communication skills, including escalation management and information presentation

• Strong command of the Microsoft Office Suite (PowerPoint presentation skill, Outlook, Excel, Word).

• Thorough understanding of customer service processes

• Thorough understanding of change control processes

Work Context

• Communicates regularly with customers, colleagues and management

• Uses computer frequently.

• Travels 40+% to customer and business meeting sites within the country, including international travel.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in the countries advertised.

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If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.