Senior PS Consultant (Genesys Cloud/PureConnect) - Kuala Lumpur - Genesys | New Day Jobs (Yangon, Myanmar)

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Genesys
Remote (Asia Time Zone Permitted)

Senior PS Consultant (Genesys Cloud/PureConnect) - Kuala Lumpur

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Senior PS Consultant (Genesys Cloud/PureConnect) - Kuala Lumpur

Genesys
  • Remote (Asia Time Zone Permitted)
  • Other
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

The Senior PS Consultant (Genesys Cloud/PureConnect) is a part of Genesys Global Professional Services that deliver Genesys Cloud/PureConnect solutions to direct customers, strategic accounts, and partners in APAC.

This Role Is Primarily Responsible For The Following Tasks

  • Technical review and design of the customer CX requirements
  • Provide technical assistance in the project development and implementation
  • Build (Development of Call Flows, CX Configuration, and Customer CX Migration Tasks)
  • 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, hardware, virtualized hardware, operating systems, software, 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 midmarket 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 pre-sales technical scoping responsibilities for medium-sized engagements

Administration

  • Maintains accurate and timely submission of timesheets, expense reports, and project-related forms.
  • Maintains regular internal communications with the 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.

Business Skills

  • Capable of leading a team through a fast-paced and complex project.
  • Thorough understanding of the requirement gathering process.
  • Excellent verbal and written business communication skills, including escalation management and information presentation.
  • Thorough understanding of customer service processes.
  • Thorough understanding of change control processes.

Minimum Requirements

  • Bachelor’s degree in Computer Science, Computer Technology, Information Technology, Telecommunications/Computer Engineering related technical discipline, or equivalent professional technical experience
  • Relevant IT, Contact Center, and CX Industry-standard certifications is an added advantage (Genesys Framework and Reporting, Genesys ICCE, CCNA, MCSE, etc)
  • 6+ years of call center/CRM solutions implementation or administration experience or 4+ years of Genesys Cloud/PureConnect software implementation experience
  • Technical SkillsMust have experience in designing, implementation, and troubleshooting of
  • API architecture,
  • Enterprise-level VoIP
  • SIP, VoIP gateways, IP telephones.
  • Network routing and switching
  • Must have previous experience with SOAP Web Services, REST APIs, JavaScript, HTML/PHP/CSS.
  • Must have experience in configuration and troubleshooting of DHCP/DNS, Microsoft Hyper-V, VMWare ESXi, Linux Ubuntu/Redhat.
  • Experience with one or more of the following technologies is preferred:
  • Multi-tenant true cloud computing,
  • Web application and security (OAuth, SSL),
  • Databases languages and Crystal Reporting,
  • Distributed systems, microservices architecture
  • Strong knowledge of the Microsoft Office Suite, Wireshark, command-line tools
  • Knowledge in Java, Python, .NET is an added advantage.

Business Skills

  • Excellent written and verbal communications in English.
  • Proficient in 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 and handover 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 information presentation
  • Thorough understanding of customer service processes
  • Thorough understanding of change control processes

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Us

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Malaysia.

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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