PS Consultant (Gensys Cloud)

Accountabilities:: Lead and contribute to the technical implementation and deployment of Genesys Cloud solutions for customers and partners, from post-sale activities through to operational support transition. Collaborate closely with project managers and technical teams to ensure successful project delivery, timelines, and implementation objectives. Execute technical activities and assigned project tasks in accordance with established Professional Services implementation standards. Validate project test plans in collaboration with Quality Assurance teams to ensure solution quality, reliability, and performance. Act as a technical architect, advisor, and implementation specialist for strategic customers and complex engagements. Monitor project progress, communicate regular status updates, and proactively identify and resolve technical or operational challenges. Provide remote and occasional onsite technical support for customer escalations, service calls, and maintenance activities. Assist customer care teams with troubleshooting and ongoing technical support when required. Deliver technical training and knowledge-sharing sessions to internal teams, customers, and external partners. Maintain accurate timesheets, expense reports, project documentation, and other administrative records. Communicate regularly with project teams, team leads, and management to ensure alignment and operational efficiency. Contribute to internal process improvements by documenting lessons learned, sharing feedback, and recommending more effective delivery practices. Stay up to date with new product releases, technical developments, industry standards, and relevant certifications through continuous learning and training. Maintain a strong focus on customer satisfaction, professional communication, and effective collaboration, particularly when managing challenging situations. Requirements: Bachelor's degree in Telecommunications, Computer Engineering, Computer Science, Computer Technology, or a related discipline, or equivalent professional technical experience. At least 2 years of relevant professional experience in technical consulting, software implementation, cloud solutions, or technical support. Previous experience with Genesys Cloud implementation and/or administration is highly desirable, although not mandatory. Strong technical troubleshooting and problem-solving skills, with the ability to analyze complex configurations and collaborate on effective solutions. Knowledge of HTTP requests, RESTful web services, and JSON. Familiarity with IP telephony infrastructure and hardware, including Genesys Cloud Edge, AudioCodes, Cisco gateways, and IP telephones such as Polycom and Cisco devices. Understanding of networking technologies, including routing and switching; experience with Cisco, Juniper, or similar equipment is an advantage. Familiarity with technical tools and platforms such as Wireshark, Microsoft Server, DHCP/DNS, Microsoft Hyper-V, VMware ESXi, Microsoft Visio, and Microsoft Office applications. Knowledge of Windows operating systems and enterprise IT environments. Software development experience in Java, C#.NET, Python, PHP, or web application development and scripting is a significant advantage. Familiarity with Amazon Web Services (AWS) is considered a plus. Strong project management and teamwork capabilities, with the ability to contribute to or lead teams in fast-paced and technically complex environments. Excellent written and verbal communication skills in English, including customer communication, escalation management, and technical information presentation. Previous experience in a customer-facing technical role and a good understanding of customer service processes. Knowledge of cloud change management and change control procedures. Strong sense of ownership, accountability, and follow-through when managing assigned responsibilities. Excellent organizational and time management skills, with the ability to prioritize tasks and adapt to changing project requirements. Flexibility to work across different time zones, including North American (NA) shifts, depending on project requirements. Willingness to take on managed services responsibilities and oversee customer environments when business needs require it. Availability for occasional travel to customer sites and business meetings, including international travel; a valid passport is required. Ability to adapt working hours to accommodate customer and team interactions. Benefits: Flexible working arrangements: Remote-first working environment with flexibility designed to support productivity and work-life balance. Competitive compensation: Salary details to be discussed during the recruitment process. Professional development: Access to mentorship, learning programs, leadership development opportunities, and education support. Technical upskilling: Opportunities to develop expertise in cloud technologies, AI-powered customer experience solutions, and enterprise-scale platforms. Employee well-being: Access to well-being resources and programs designed to support employees and their families. Work-life balance: Additional time-off initiatives, including August Free Fridays and paid volunteer time. Global collaboration: Opportunity to work with international teams and contribute to projects serving customers worldwide. Career growth: Exposure to innovative technologies, complex enterprise implementations, and opportunities to develop technical and consulting expertise. Inclusive workplace: A collaborative environment that promotes fairness, professional development, and equal employment opportunities. Additional benefits: Regionally tailored employee benefits and programs, depending on location and eligibility.