Sr. Consultant Engineer - Genesys Contact Center

Job title: Sr. Consultant Engineer - Genesys Contact Center in USA at Carousel Industries

Company: Carousel Industries

Job description: Company OverviewNWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.ResponsibilitiesRole OverviewThe Consultant role is a subject matter expert responsible for the configuring, installing, troubleshooting, and repairing offerings technical solutions for our customers. The Consultant will lead/contribute to the design, integration, deployment, and maintenance of the customers’ technical infrastructure and services (all aspects of the technology lifecycle) in the Contact Center / Genesys space.Scope of Role ResponsibilitiesEssential, key job responsibilities for this role include, but are not limited to:

• Interprets technology vision into practical application:

• Applies technology to standard methodology.


• Collaborates with offering lead on vision and direction.


• Consolidates field experiences and identifies meaningful trends:

• Makes recommendations to offerings development and national leadership team.


• Patterns in failedsuccessful projects.


• Analysis on PMO supplied project success data.


• Post-sales library ownership:

• SOW content for the specific offerings.


• Calculators


• Process docs.


• Templates – design/as-built/checklists.


• Provides partial and turn-key project implementation:

• Selective assignments (turnkey).


• Provides design phase oversight selectively.


• Configuring, installing, troubleshooting, and repairing offerings technical solutions for our customer in a Contact Center / Genesys solution environment.


• Technical escalation point for active projects.


• Provides site managers with technical performance updates on engineers.


• Participates in all deep dive PPRs within the practice.


• Support the National Offerings Meetings for all pre-sales/post-sales engineers.


• Attending seminars as requested by the Professional Services Management Team.


• Consistent, accurate and timely tracking of client work, service calls, and related documentation including timesheets.


• Travel: To Customer sites as needed. Access to a vehicle is required.

Additional job responsibilities include, but are not limited to:

• Understand and articulate all NWN Carousel service offerings and capabilities.


• Maintains knowledge of market trends, technology trends, business challenges and priorities.


• Represent NWN Carousel with contractors, suppliers, customers, departments, and other parties as required.


• Optimizes and leverages available systems, tools, and resources including project tracking and reporting tools.


• NWN Carousel Pipeline reporting within the account to the Sales Management team.


• Mentor less experienced team members when asked.


• Other responsibilities as assigned.

QualificationsRole Qualifications and RequirementsThe following are minimum qualifications and requirements required for this role:

• 3-5+ years of experience with detailed working knowledge configuring, supporting, upgrading the following technologies:

• Genesys Cloud Contact Center experience required including provisioning and advanced configuration on the platform.


• Demonstrated ability to understand and architect the Genesys environment with scripting and integrated peripheral systems with features such as API integration, multi-channel routing, Skill based & Intelligent Routing.


• Genesys Cloud Contact Center design and deployment experience


• Experience with CCB, Post Call Survey, Outbound Dialer preferred but not required.


• Ability to work outside of normal business hours based on customer and project requirements.


• Ideally Preferred: Genesys Certified Professional (GCP) or Genesys Cloud Architect Certified Specialist


• Preferred: Experience configuring Cisco, Five9 or other hosted Contact Centers.


• Preferred: Experience working with Calabrio or Verint products or other Call recording & Workforce Management software.


• Preferred: Experience working with Google Dialogflow / CCAI and Amazon Lex.


• Knowledge of project management best practices.


• Advanced level experience (reorganizing large or complex projects into master and subprojects, optimizing resource assignments across projects, tracking schedules for completeness and budget on complex, connecting project managers, teams, and data across the organization) with management tool, such as MS Project or Excel.


• Highly flexible, self-directed and with ability to adapt in a rapidly changing environment.


• Ability to function effectively in a fast-paced environment and manage multiple projects simultaneously.


• Ability to exercise exceptional judgment where practices and policies are not clearly defined.


• Demonstrated ability to manage multiple competing priorities and potentially, multiple teams.


• Excellent problem solving and negotiation skills.


• Exceptional client facing communications and presentation skills.


• Must have reliable transportation.


• Must supply reliable cell phone. Cell phone costs may be reimbursed.

The following qualifications are ideal, but not required:

• Bachelor’s degree preferred.


• At least one major vendor certification (Genesys, Cisco, Five9, Microsoft).

Off hours work as required for support or implementation work.NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

Expected salary:

Location: USA

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