What you’ll be doing...

In this role the senior Genesys engineering consultant – contact center services will engage at the CxO or senior executive level within the strategic client base. This individual exercises considerable judgment in developing methods, techniques and evaluation for obtaining results. As such, they frequently work with the department head level for the top segment of the customer base when solutions to identified business problems require custom design development.

Supported customers may have a globally dispersed infrastructure. The incumbent communicates technical considerations and impact of custom solutions to clients’ identified business problems to key stakeholders and decision makers. They will also collaborate with the clients’ technical staff to ensure alignment and congruency between the clients’ infrastructure and proposed custom solutions in order to effect a seamless integration and implementation of technologies. The incumbent will lead and manage multiple projects of medium duration. In this role the incumbent‘s work is accomplished without direction.

More specifically, the senior Genesys engineering consultant – contact center services role 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. The incumbent 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.

Finally, the incumbent has the ability to articulate complex concepts to business and management level customer employees and coordinate activities with project management. The goal is to take initiative in order to drive successful engagements.

In this role you’ll be responsible for:

  • Seeking opportunities to engage client decision makers and influencers in discussions that lead to billable client engagements.
  • Aligns with his/her Sales counterparts to support identified client billable opportunities.
  • Partners with core Sales Account Managers to analyze identified or suspected engagement opportunities stemming from advancements in technologies, changing market conditions, clients’ competitive situations or clients’ need to respond to various business drivers.
  • Leads complex projects that are large in nature based on scope and revenue potential; typically involves Fortune 500 clients across all vertical markets.
  • Supports client-facing opportunities by leading on-site collaboration with client business, technical and operations departments head levels.
  • Develops Statements of Work to define agreements for specified work and related charges.
  • Collaborates with the client to align business requirements in the SOW to the technical architecture proposed; probes to determine the potential impact of custom solutions to address the business issue.
  • Presents to the client a recommended integration and implementation plan, then assists clients in:
    • Planning for the implementation of designed solutions
    • Identifying required sourcing skills
    • Managing change requests
    • Deploying technology (ies)
  • Managing risks, and providing input to the Project Manager for inclusion on program reporting.
  • Establishes and maintains technical expertise in current technologies within his/her focus area, and develops limited expertise in new technologies required to effectively manage position responsibilities.
  • From a functional perspective the Consultant III provides significant non-customer-facing contributions through activities including but not limited to:
  • Support to core Sales Account Managers by taking an active role in contributing to Account Planning process and conducting analysis and feasibility testing of potential sales opportunities
    • Representing Verizon, VES and Professional Services during technology events.
    • PS Design, Configuration and Testing (DCaT) Grid hardware/software testing and maintenance
    • Development of use cases
    • Identifying need for enhancements to current technologies (in VZ catalog)
    • Providing consultative role on internal Verizon technologies
    • Developing training, lead training sessions, etc.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in the implementation of the Genesys suite of contact center products as well as integration with common PBX's (Avaya, CUCM, etc...).
  • Experience with implementation principles, theories and concepts; specifically the Software Development Lifecycle.
  • Experience in development of routing strategies, and implementation of highly available Genesys solutions.
  • One or more Genesys v7 or Genesys v8 certifications such as GCP-CIV, GCP-DIV, GCP-CSIP or GCP-GVP.
  • Willingness to travel up to 25%.

Even better if you have:

  • A degree.
  • Ten or more years of contact center consulting experience.
  • Strong knowledge 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.
  • Experience within the Healthcare and Financial verticals.
  • Experience with one or more of the following technologies (Verint, NICE, Aspect WFM, Empirix, and Nuance).
  • Demonstrated professional consulting, implementation and solutions implementation experience with a specific focus on Genesys based solutions.
  • Ability to lead and drive an implementation from discovery through production rollout.
  • Demonstrated strong presentation and communications skills appropriate for multiple levels of an organization.
  • Ability to lead a diverse team through delivery of a complex integrated solution platform.
  • Ability to work both independently or collaboratively to achieve success.
  • Strong troubleshooting skills.
  • Ability to take initiative.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.