Senior PS Consultant
On-siteManila, Metro Manila, Philippines
Job Summary
Lead technical implementation and support for Genesys Cloud solutions, acting as a Tech Lead from pre-sale scoping through go-live and hyper-care. Deliver projects using Waterfall or Agile methodologies by managing discovery, build configurations, call flow development, and integrations with Salesforce and other CRM platforms. Resolve complex defects via triage, conduct user acceptance testing, and provide on-site or remote training to customers and partners. Maintain 70% utilization on billable projects while managing change requests, MACD activities, and documentation. Collaborate with QA teams, Project Managers, and sales stakeholders to ensure delivery standards and proactive issue resolution.
Required Qualifications
- Bachelor's degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience
- 3+ years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience
- Prior experience with Genesys Cloud Implementation and/or Administration
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations
- Knowledge of Contact Center Solutions/Technology
- Knowledge of HTTP requests, REST web services, and JSON
- Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging
- Understands flow chart-based designs
- Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.
- Knowledge of IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
- Knowledge of Software Delivery Models such as Waterfall or Agile (Scrum / Kanban)
- Knowledge of Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods
- Capable of working on and 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
- Must be able to lift 50 lbs
Desired Qualifications
- Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience
- Knowledge of Amazon Web Services (AWS) is an added advantage
- Knowledge in Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications is an added advantage
- Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is an added advantage
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