Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Major Responsibilities/Activities

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.

This role is primarily responsible for the following tasks:

• 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.

Minimum Requirements

• 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, e.g. SOAP Web Services, REST APIs, JavaScript, HTML/PHP/CSS.

• Knowledge and experience with one of more of the following technologies is an added advantage:
• Any Web application and/or Mobile application development framework, e.g. React Native, etc.
• Databases languages and Crystal Reporting,
• Multi-tenant cloud computing, distributed systems, microservices architecture

Business 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 information presentation
• Strong command of the Microsoft Office Suite (PowerPoint presentation skill, Outlook, Excel, Word).
• Thorough understanding of customer service processes
• Thorough understanding of change control processes

Work Context

• Communicates regularly with customers, colleagues and management
• Travel opportunities with customer and business meeting sites, including international travel.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of 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.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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 recruiters will never ask for sensitive personal or financial information during the application phase.