PS Consultant - Digital

Genesys empowers more than 8,000 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.

Job Title:  Professional Services Consultant – Digital

Location: Manila, Philippines

Job Overview

Professional Services Consultants are responsible for designing, implementing, and optimizing contact center solutions that enable seamless customer experiences across multiple channels (chat, email, social media, messaging apps, etc.). This role emphasizes having an omnichannel mindset, with a particular focus on enhancing digital interactions across various customer touchpoints, and will work closely with clients, project teams, and other stakeholders to ensure successful deployment and ongoing support of Genesys Cloud CX solutions.

Key Responsibilities

• Omnichannel Solution Design
  • Lead the design and implementation of omnichannel solutions with a particular focus on digital channels like chat, email, SMS, social, and messaging apps.
  • Work with clients to gather business requirements and translate them into technical specifications.
  • Develop and configure engagement strategies that improve customer journeys and support automation (e.g. bots, AI-driven responses).
• Digital Implementation and Optimization
  • Configure Genesys Cloud CX digital capabilities including chat routing, email workflows, social media interactions, and web messaging.
  • Optimize digital experiences by ensuring fast response times, accurate routing, and high levels of customer satisfaction.
  • Integrate digital channels with CRMs, knowledge bases, and other third-party systems for a unified customer experience.
• Customer Success and Support
  • Serve as one of the primary point of contacts for clients throughout the project lifecycle while offering technical expertise for omnichannel deployments.
  • Ensure that clients can leverage omnichannel features to meet their business goals – from implementation to ongoing business goals.
  • Provide post-implementation support and guidance to customers and help them scale their contact centers effectively.
• Training and Documentation
  • Develop and deliver training programs for clients on using Genesys Cloud CX capabilities including best practices.
  • Maintain up-to-date documentation of solutions including workflow configurations, routing rules, and other implementations.
• Collaboration and Stakeholder Management
  • Work with cross-functional teams to ensure solutions align with broader business goals.
  • Communicate technical solutions effectively to non-technical stakeholders including clients and business teams.
• Continuous Improvement and Innovation
  • Stay informed about the latest trends in customer engagements, omnichannel strategies, and emerging technologies.
  • Provide recommendations to clients on how to continuously improve their strategies using the new features of Genesys Cloud CX.

Key Requirements

• Education and Experience
  • Bachelor’s Degree in Computer Engineering, Computer Science, Information Systems or a related field.
  • 3 to 5 years of experience working with a technology company.
• Technical Skills
  • Practical knowledge and understanding of various digital technologies (email, chat, social media, messengers, bots, etc.) and common web application architectures.
  • Software design and development experience preferably in the fields of web, mobile, or server-side programming.
  • Good knowledge of web application technologies such as HTML5, CSS, Javascript, AJAX, WebSocket, REST, and classic web services.
  • Experience integrating with APIs using a modern structured programming language.
• Soft Skills
  • Ability to work independently or as a member of a local and virtual team through a fast-paced and complex engagement.
  • Good command of the English language on both verbal and written mediums and able to effectively communicate and interact with business and technical audiences. Similar capabilities in other major languages are a plus.
  • Prior experience working in a customer facing role and can demonstrate solid analytical programming and problem-solving skills including software operation diagnostics to get to the heart of complex issues.
  • Exercise good judgement and demonstrate strong follow-through, ownership, and responsibility on assigned tasks.
  • Be able to manage time effectively and demonstrate flexibility in adjusting work hours to match customer and team interactions.
• Optional Skills (Definite Plus)
  • Linux and Server Administration
  • Databases (SQL, Oracle, MongoDB, Cassandra, etc.)
  • Web Servers (Apache, Tomcat, Jetty, Nginx, etc.)
  • Server Security (SSL/TLS Certificates, Firewalls, etc.)
  • Knowledge of communication protocols and networks such as:
  • SIP, TCP/IP, DNS, VPN, Networking (LAN/WAN), IPV4, Routers, Load Balancers, etc.
  • Experience with on-demand computing platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud.
  • Experience working with Genesys Cloud, particularly with the digital channels.
  • Knowledge of Consulting Services or Project Delivery best practices used in the industry among leading consulting organizations.

Other Considerations

Candidates who have held these or similar positions in the past are very much encouraged to apply.

• IT Consultant
• Full Stack Developer
• Web Developer
• Front-End Developer
• Mobile Developer
• Programmer

#LI-NR1

#LI-Hybrid

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 reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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.