Genesys
Sr. Principal Professional Services Consultant
Genesys, Oklahoma City, Oklahoma, United States
Sr. Principal Professional Services 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.
Job Summary
Demonstrates product expertise in most Genesys Cloud products
Provides top quality service engagements for large or strategic customers, serving as the lead technical architect, advisor, and/or engineer
Follows PS implementation standards
Assesses complex project situations to make appropriate recommendations to both Genesys and the customer
Initiates and suggests process improvements to Project Managers and other management to increase efficiencies for delivery of Genesys Cloud solutions
Major Responsibilities/Activities The Implementation Engineer is responsible for delivering Genesys Cloud solutions for customers or Partners and developing a high level of expertise across the majority of Genesys products.
Solution Deployment (85%)
Works in close concert with Project Manager to successfully deliver projects
Delivers technical implementation activities from post‑sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
Follows PSO implementation standards
Executes project plan tasks associated with engagements
Test plan validation
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains an average of 70% utilization for billable projects
Identifies engagement‑related problem areas and solves the issues proactively
Assists the Support group in performing service call/maintenance activities as required
Provides technical training to internal or external resources as needed
Maintains a friendly and professional attitude in stressful situations
Administration (5%)
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 processes through documentation
Follows standard department processes
Training (10%)
Continues to stay abreast of technology through internal training, lab development, and industry‑standard training/certifications
Minimum Requirements
Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
3+ years of experience with the Genesys Cloud Platform
Knowledge of Amazon Web Services (AWS)
Development experience building apps and integration leveraging APIs, JSON, and JavaScript
10+ years of related experience
Experience with applications leveraging APIs, JSON, and/or JavaScript
Excellent communication skills
Proficiency with Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), and MS Outlook
Highly Desired Technical Skills
IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Cisco/Juniper/other network routing and switching devices is an added advantage
Business Skills
Capable of working on or leading a team through a fast‑paced and complex project
Excellent verbal and written business communication skills, including escalation management and information presentation
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
Compensation This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance‑based bonus opportunity.
$128,400.00 – $238,600.00
Benefits
Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and teamwork across human and AI workforces.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at
reasonable.accommodations@genesys.com . You can expect a response within 24‑48 hours.
Equal Opportunity Employer Genesys is an equal opportunity employer committed to fairness 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.
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Job Summary
Demonstrates product expertise in most Genesys Cloud products
Provides top quality service engagements for large or strategic customers, serving as the lead technical architect, advisor, and/or engineer
Follows PS implementation standards
Assesses complex project situations to make appropriate recommendations to both Genesys and the customer
Initiates and suggests process improvements to Project Managers and other management to increase efficiencies for delivery of Genesys Cloud solutions
Major Responsibilities/Activities The Implementation Engineer is responsible for delivering Genesys Cloud solutions for customers or Partners and developing a high level of expertise across the majority of Genesys products.
Solution Deployment (85%)
Works in close concert with Project Manager to successfully deliver projects
Delivers technical implementation activities from post‑sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
Follows PSO implementation standards
Executes project plan tasks associated with engagements
Test plan validation
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains an average of 70% utilization for billable projects
Identifies engagement‑related problem areas and solves the issues proactively
Assists the Support group in performing service call/maintenance activities as required
Provides technical training to internal or external resources as needed
Maintains a friendly and professional attitude in stressful situations
Administration (5%)
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 processes through documentation
Follows standard department processes
Training (10%)
Continues to stay abreast of technology through internal training, lab development, and industry‑standard training/certifications
Minimum Requirements
Bachelor’s degree in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
3+ years of experience with the Genesys Cloud Platform
Knowledge of Amazon Web Services (AWS)
Development experience building apps and integration leveraging APIs, JSON, and JavaScript
10+ years of related experience
Experience with applications leveraging APIs, JSON, and/or JavaScript
Excellent communication skills
Proficiency with Wireshark, MS Visio, MS Office (Word, Excel, PowerPoint, Access), and MS Outlook
Highly Desired Technical Skills
IP Telephony & Hardware: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
Cisco/Juniper/other network routing and switching devices is an added advantage
Business Skills
Capable of working on or leading a team through a fast‑paced and complex project
Excellent verbal and written business communication skills, including escalation management and information presentation
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
Compensation This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance‑based bonus opportunity.
$128,400.00 – $238,600.00
Benefits
Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and teamwork across human and AI workforces.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at
reasonable.accommodations@genesys.com . You can expect a response within 24‑48 hours.
Equal Opportunity Employer Genesys is an equal opportunity employer committed to fairness 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.
#J-18808-Ljbffr