Genesys Cloud - Principal Implementation Consultant

Responsibilities

• Oversee the configuration, installation, and design of Genesys Cloud solutions and custom cloud integrations.
• Act as a Technical Lead on implementation projects, providing guidance, oversight, and mentorship to project team members.
• Assess customer needs and make design recommendations, documenting requirements and technical specifications.
• Develop best practices for Genesys Cloud discovery and implementation, including maintaining documentation for the delivery organization.
• Collaborate with sales teams on scoping and quoting professional services.
• Identify system or software problems and propose effective technical solutions.
• Create reusable Data Action and Architect libraries to streamline implementation processes.

Requirements

• 10+ years of experience in the Information Technologies field.
• 8+ years of experience in telephony, networking, or the IT industry.
• 2+ years of direct Genesys Cloud installation and configuration experience.
• 4+ years of experience in IVR, Bot, and Speech Recognition telephony development and integration.
• Valid Genesys Cloud Certified Professional Certification.
• Strong knowledge of VoIP, Networking, Telecom, and Wireshark (Packet Capture).
• Familiarity with REST APIs and database concepts.
• Conceptual understanding of AWS or Azure architecture.
• Excellent English verbal and written communication skills.

Preferred Qualifications

• Strong understanding of AWS Lex Bot or Google Dialog Flow.
• Experience with Bot consumption and creation through Architect.
• Ability to build REST APIs.
• Experience deploying and supporting telephony projects in customer-facing environments.

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experiences (CX). We coach clients to ensure their employees feel valued and supported, believing that an amazing customer experience is an employee-first process.