Genesys Cloud Principal Consultant

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

Genesys Cloud Consulting Services engineer.  More specifically, a Contact Center Services ("CCS") Genesys Engineer is a Consulting Services Principal Consultant and is viewed by the customer as a subject matter expert responsible for solution architecture and consulting related to the implementation of complex contact center solutions involving the Genesys suite of products.  A Principal Consultant has strong interpersonal and technical skills and has a comprehensive understanding of Contact Center related technologies as well as their interdependencies.  The Principal Consultant is a leader in contact center solution design and has the ability to identify and work with various technology vendors in order to coordinate a comprehensive contact center solution that meets a customer's requirements.  These solutions are centered on the implementation of Genesys based solutions and the facilitation of integration from third party adjunct applications.  A Principal Consultant has the ability to articulate complex concepts to business and management level customer employees and coordinate activities with project management.  The ideal Principal Consultant is highly motivated and willing to take initiative in order to drive successful engagements.

What we’re looking for...

This position requires a broad range of skills related to implementation of complex contact center solutions.  The ideal candidate has extensive experience in the implementation of the Genesys Cloud. The candidate must have a solid understanding of the relationship of Genesys as a middleware component to a complex fully integrated solution and the ability to define touch points / requirements of third party integrated technology components.  In addition to technical requirements, this position requires familiarity with implementation principles, theories and concepts; specifically the Software Development Lifecycle; and the ability to work both independently or collaboratively to achieve success. A qualified candidate must have proven experience in development of complex routing strategies, and implementation of highly available Genesys solutions.

Responsibilities:

• Perform Pre-Sales activities; Translate customer business issues/opportunities into technical solution/business requirements.

• Support customer and Verizon cross-functional teams through the sales, implementation, and support lifecycles.

• Partner with cross-functional CS teams to develop integrated end-to-end solutions for customer.

• Supports client-facing opportunities by leading remote/on-site collaboration with client business, technical and operations departments head levels  

• Develops Functional Specification Document to define agreements for specified work and related charges

• Create custom scripting with Python and Genesys Cloud APIs/SDK.

• Deliver training to customer end-users, admins, and developers on Genesys functionalities.

• Manage reporting, performance views, dashboards, and designs external interfaces for extraction of Genesys Analytics into external data warehouses.

• From a functional perspective the Genesys Cloud Engineer provides significant non-customer-facing contributions through activities including but not limited to:

• PS Design, Configuration and Testing software testing and maintenance

• Development of use cases

• Identifying need for enhancements to current technologies

• Work as a trusted Advisor

• Developing training, lead training sessions, etc.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in implementation and solutions with a specific focus on Genesys-based solutions. 

• Contact center experience. 

• Fully certified with all Genesys Cloud certifications

• Willingness to travel up to 25%

Even better if you have one or more of the following:

• Demonstrated ability to lead and drive an implementation from discovery through production rollout. 

• Ability to identify problems, analyze them and provide potential solutions

• Ability to manage multiple tasks and projects across various organizations and global regions

• Strong leadership, negotiation, conflict resolution and consensus-building skills with business and technical groups

• Ability to take initiative.

• Ability to lead a diverse team through delivery of a complex integrated solution platform.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $134,000.00 and $248,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

Salary : $134,000 - $248,000