Solution Consultant

Summary

The Partner Solutions Consultant works with key strategic, high growth Genesys Partners as a trusted advisor to ensure these partners can fulfill their maximum potential to deliver Empathy at Scale to our joint end customers.

You will work with partners to empower them to be more self-sufficient, to educate them on Genesys unique value, to drive product co-invention, and to help them be more effective at developing identified business opportunities. The Partner Solutions Consultant works in a consultative role alongside partners to understand customer needs (technical & functional) and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations, helping to tailor the joint Genesys and Partner messaging to meet the needs of various business and technical stakeholders including C-level decision-makers. This role is imperative to the success of sales opportunities, and to enable our channel ecosystem to perform this iteratively at Scale.

Key Responsibilities

To support defined, named partners, allowing them to be more strategic in their execution of business with Genesys and our joint customers.

To help partners become adept at Operational Walk throughs / Discoveries: sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities. This may include sessions inside the contact center to observe the customer experience as well as sessions with team leaders, operational staff, and management.

Typical outputs that you will empower partners to perform from the above activity will be:

• Walk our clients through Genesys solutions via demos, workshops, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
• Presenting recommendations on how the customer should embark on improving customer experience.
• Demonstrating the art of the possible in the Genesys Solution that closely matches the future state customer experience.
• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.
• Supporting partner responses in RFXs as needed.
• Coaching the partners to be self-sufficient to find information
• Seek and recommend process and content improvements internally to make it easier for partners to conduct business with Genesys.
• Keep our partners appraised of current and future Genesys product releases.
• A keen understanding of what functionality or capabilities our partners will require in the future and bring that data back to the product team(s) for consideration/prioritization.
• Building and documenting reusable solutions that leverage Infrastructure as Code (IaC), RESTful API’s, cloud services, and other modern technologies to enable the Genesys partner community.

Minimum Requirements

Hold a bachelor’s degree and 5 years of relevant professional experience, including the following:

• Technical knowledge covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement or PCI-compliance.
• Technical knowledge in some of the following areas, such as VOIP, SIP, Messaging, Carrier Services, Infrastructure, Networking or Security.
• Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker).
• Familiarity with Natural Language Understanding (Google, Nuance, Amazon Lex).
• Be a Grade A in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.
• Empowering partners to be able to:
  • Propose solutions that are mapped to business requirements
  • Scoping the customers functional and nonfunctional specifications, by providing a Solution Proposal and/or Architecture Diagram
  • working with Professional Services to ensure an accurate Statement of Works.
• You will be outgoing, energetic & passionate about our solutions, you’ll be comfortable in articulating our solutions and convincing decision makers, and to raise the bar for partners to perform to the same high standard.

Preferred:

• Programming Languages: JavaScript & Python
• Infrastructure as Code: CloudFormation & Terraform
• Cloud or SAAS based software Sales.

• Basic understanding of the REST API’s (Application Programming Interface) methodologies and benefits.
• Understanding the fundamentals of Computing, such as completing a Technology Degree, or undertaking certifications relevant to Cloud, SaaS, or XCaaS.

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off
• 401(k) matching program
• Adoption Assistance
• Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations 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 organizations of any size can provide true personalization 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 centre 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.