Principal Ps Consultant

3 months ago

Kuala Lumpur, Malaysia Genesys Full time

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Principal PS Consultant

Location: Kuala Lumpur (Malaysia)

The Principal PS Consultant is a leader in an APAC team that delivers Genesys Cloud solutions to direct customers, strategic accounts, and partners around APAC and also worldwide.

What You’ll Do:
The primary responsibilities for this role include (but are not limited to).- Conduct in-depth analysis of existing Customer Experience (CX) maturity, and identify transformational areas where personalized, seamless Experience-as-a-Service and Conversational AI technologies can be effectively applied to enhance CX across all touchpoints and interactions between a customer and a business.- Design and review technical implementation of customer CX solutions, including presales solution proposal, project design workshop, and accurate documentation of designs.- Provide technical assistance to project team members during project implementation.- Documentation of project retrospective review.- Documentation of team feedback tracker.- Build (Configuration/Development/Migration of Genesys Cloud Product Suites).- SIT Support (SIT Test Configuration, and Defect Resolution).- UAT Support (Defect Resolution, and Change Request).- Go-live Support

These tasks focus primarily upon the Genesys product suite, but an overall implementation involves issues that span the breadth of IT; it may touch on cloud computing, physical or virtualized hardware, operating systems, enterprise IT telephony or network.

Meeting customer expectations and timelines are crucial to the success of our team, so excellence in quality and customer service is imperative.

Solution Deployment- Works closely in communication with project teams to deliver assigned project tasks.- Responsible for business solution design, development and delivery on mid-market to enterprise-sized Genesys practice or solution implementation engagements.- Configures, develops, and troubleshoots customer system configurations according to project documentation.- Actively participates in meetings and direct conversations with project teams.- Provides remote support or travels on site as needed.- Identifies implementation related problem areas and solves the issues in a proactive manner.- May have engagement management responsibilities for large-sized engagements.- Translates customer business requirements into detailed, comprehensive design documentation.- Guides technical resources in the completion of technical designs.- Configures, develops, and troubleshoots customer system configurations according to project documentation.- Actively participates in meetings and direct conversations with customers.- Provides remote support or travels on site as needed.- Provides end-user training to customer resources.- Handles escalations in a direct, calculated manner.

Administration- Maintains accurate and timely submission of timesheets, expense reports, and project-related forms.- Maintains regular internal communications with project team, team lead, and manager- Provides feedback and updates to internal process through internal documentation- Follows standard department processes.

Training- Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications.- Develops and conducts internal training sessions.

You’ve been there and done this- Bachelor’s degree in Computer Science, Computer Technology, Information Technology, Telecommunications/Computer Engineering related technical discipline, or equivalent professional technical experience- 8+ years of Contact Centre/CRM/Conversational AI solutions implementation or administration experience; or 6+ years of Genesys solutions implementation experience

Technical Skills- Must have experience in designing and implementation of:
- Omnichannel CX Solution, i.e. SIP/VoIP (VoIP gateway, IP telephone/WebRTC), Chat/Messaging, Conversational AI/Bot technology,-
- Web API architecture, eg SOAP Web Services, REST APIs, JavaScript, HTML/PHP/CSS.-
- Knowledge and experience with one of more of the following technologies is an added advantage:
- Databases languages and Crystal Reporting,-
- Multi-tenant cloud computing, distributed systems, microservices architectureBusiness Skills- Excellent written and verbal communications in Thai & English.- Proficient in any other languages is an added advantage.- Good interpersonal skills.- Creative, analytical, and problem-solving skills.- Capable of leading a team through a fast paced and complex project- Capable of effectively delegating tasks to a resource pool to efficiently drive a project- Thorough understanding of the requirement gathering process- Excellent verbal and written business communication skills, including escalation management and in

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