Professional Services Consultant Job

Join Genesys and save the world from bad customer service!

Genesys is the world's leading provider of customer service and contact software -- with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today's customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service -- and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees.

The Technical Services Group in the Genesys Professional Services (PS) organization is responsible for design, configuration, development, installation, testing and deployment of Genesys product solutions developed by Genesys for our external customers.

 

Demonstrates knowledge of Genesys Products and applies problem solving skills. Suggests improvement of technical environment and processes to enhance client applications and productivity. Understands clients business and follows standards and procedures implemented within Genesys and at client sites. Works with client personnel in educating them in Genesys products and methodologies. Possesses good communication presentation skills, capable of

working with very limited supervision at a client's site, and is a demonstrated team player.

 

• Basic Technical Design Documentation creation and modification

• Genesys HA installation and configuration

• Basic reporting customization

• Basic RDBMS knowledge (Oracle, SQL Server, DB II, etc)

• Basic customization of Genesys products required at this level

• Maintain billable utilization % (as outlined by management, which can change from time to time)

• Travel as required . 85%

Personal / Professional Competencies:

•  Must have demonstrable experience working with external customers and software product implementation in a contact center environment;

•  Demonstrated leadership and advancement in a software product company’s professional services organization;

•  Able to multi-task and work under pressure in a real-time environment;

•  Able to manage priorities and competing demands, escalating at appropriate times;

•  Superior “can-do” problem solving skills with analytical ability to quickly understand the "big picture”;

•  Able to work independently and with excellent follow-through on tasks;

•  Excellent written and verbal communications skills;

•  Works cooperatively and proactively in group situations;

•  Gathers and analyzes information creatively and skillfully;

•  Desire to be a thought leader in a rapidly growing organization, providing not only ideas, but real, workable solutions that others can take and use to drive company growth.

 

Technical / Functional Requirements:

•  3-4 years expereince with Genesys products in an enterprise environment;

•  Demonstrated familiarity with voice engineering technologies such as IVR, CTI, call routing, ACD and PBX integration;

•  Ability to understand technical documentation including system architecture diagrams, rework instructions, acceptance and test procedures, etc.;

•  Demonstrated ability to discuss solutions for capacity and operations based requirements including capacity planning, hardware specifications, backup / recovery, and monitoring;

•  Able to understand and diagnose complex data structures;

•  Deployed software on Linux, Sun Solaris, and Microsoft Windows platforms;

•  Working knowledge of Java and J2EE including troubleshooting with stack traces;

•  Working knowledge of “utility” languages such as Perl, Python, or Ruby;

•  Working knowledge of SQL or other database tools (SQL Server 2005, My SQL, Oracle, etc);

•  Complete understanding of practical benefits and limitations of Internet technologies;

•  Understand real-time data aggregation technologies;

•  Developed or implemented rule-based systems;

•  Strong Internet troubleshooting skills (TCP/IP)

Other pluses:

•  7-10 years experience working in an enterprise software development / implementation environment.

•  Call Center operations experience;

•  Work Force Management application experience;

•  Application Server configuration and administration (Geronimo, Weblogic, iPlanet);

•  Apache web server configuration skills (Reverse Proxies, etc.);

•  Ability to review and understand XML data structures.