Solution Deployment (85%)
Works in close concert with Project Manager in successfully delivering 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
Execution of project plan tasks associated with engagements
Test plan validation in close collaboration with Quality Assurance team
Regular communication of project status
Provides onsite/remote support for customer escalations as needed
Maintains on average of 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 to internal or external resources as needed
Maintains 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 process through internal documentation
Follows standard department processes.
Training (10%)
Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications
Minimum Requirements
Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
2+ years of related experience
Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable but not a requirement
Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
Flexibility to work across different time zones
Flexibility to take up a managed services role (managing a customer environment), if there is business need
Resource should be flexible for working in NA Shift Projects as well.
Technical Skills
Knowledge of HTTP requests, REST web services, and JSON
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.
Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is a BIG Plus
Operating Systems: Windows 200/2008/2012R2, XP, Vista, Windows 7
Knowledge on Amazon Web Services (AWS) is a bonus
Business Skill
Capable of working on or leading a team through a fast paced and complex project.
Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
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
Work Context
Communicates regularly with colleagues and management
Uses computer frequently
Occasionally travels to customer and business meeting sites, including international locations
Valid Passport for international Travel
#LI-GR1
#LI-Remote
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
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. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
