PS Consultant

Overview

Join Genesys to shape AI-powered experiences that transform customer interactions worldwide. Our AI-driven platform connects people, systems, and data to enable personalized service, improved efficiency, and stronger customer relations across 8,000+ organizations in more than 100 countries.

Role Summary

The PS Consultant plays a vital role in deploying and supporting technical solutions within professional services. Key responsibilities span product expertise, serving as a senior technical advisor, adhering to implementation standards, complex solution assessment, and recommending process enhancements to management.

Key Duties

• Deliver and support Genesys Cloud solutions across customer and partner engagements, cultivating deep product knowledge.
• Collaborate effectively with Project and Service Delivery Managers to implement and support client projects.
• Execute technical implementation tasks post-sales and provide production support after go-live.
• Develop and validate test plans alongside Quality Assurance teams and communicate project status regularly.
• Provide onsite/remote escalation support and troubleshoot production environments proactively.
• Maintain high utilization rates (70%+) on billable projects.
• Train internal and external personnel on technical topics as needed.
• Operate within Agile and Waterfall development methodologies, managing multiple projects simultaneously.
• Adhere to professional services standards including budget, quality, reporting, documentation, and certification upkeep.

Administrative Responsibilities

• Timely submission of timesheets, expenses, and project documentation.
• Maintain consistent communication with team leads and management, contributing process feedback.
• Comply with departmental policies and standards.

Continuous Learning

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

Qualifications

• Bachelor’s degree in Computer Engineering, Computer Science, Telecommunications, or a related field, or equivalent experience.
• Minimum 3 years of relevant industry experience.
• Mandatory hands-on experience in Genesys Cloud implementation or administration.
• Experience with digital channel deployments including Email, SMS, ChatBot, and social media is advantageous.
• Strong problem-solving abilities and collaborative troubleshooting skills.
• Flexible availability to work across time zones, especially North America.
• Willingness to undertake operational service management roles as business needs arise.

Technical Expertise

• Understanding of HTTP, RESTful APIs, and JSON data formats.
• Familiarity with IP telephony hardware such as Genesys Cloud Edge, Audiocodes, Cisco Gateways, and IP phones.
• Knowledge of networking equipment including Cisco and Juniper routers and switches is a plus.
• Comfort with tools like Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMware ESXi, and Microsoft Office suites.
• Software development skills in Java, C#.NET, Python, PHP, and web scripting are highly valued.
• Experience with Windows server and client operating systems.
• Exposure to Amazon Web Services (AWS) is a bonus.

Business Skills

• Ability to lead or contribute to fast-paced complex projects.
• Excellent verbal and written English communication, including escalation and presentation skills.
• Customer-facing experience with understanding of service and cloud change processes.
• Strong judgment, ownership, and responsibility in task execution.
• Effective time management and flexibility in scheduling to support team and customer needs.

Company Culture and Benefits

• Be part of an enterprise-scale AI leader supporting thousands of organizations globally.
• Work within a flexible-first culture promoting growth through mentoring, education, and leadership development.
• Enjoy benefits like paid volunteer time, wellness resources, and culturally tailored employee programs.
• Join a workplace recognized globally for its positive environment, with 94% employee pride.

Equal Opportunity and Accommodations

Genesys is dedicated to fairness and equal opportunity in employment. Reasonable accommodations are available upon request to ensure inclusive application processes.

Recruitment Process

• Applications are carefully reviewed by the talent team and hiring managers.
• Selected candidates participate in interviews via video and with the hiring panel.
• The process is designed to respect applicant time and involves up to five interviews.
• Communication is maintained throughout to keep candidates informed.