As a Principal Consultant, you will provide leadership across opportunities of a large and complex nature. This will include customer facing projects/programmes and internal product development. In addition, you will perform complex business and technical analysis as part of assigned work - always focused on the outcome and balancing the win for our customers.Â
As a thought leader in your domain, you will be a key advisor to product teams you support including their business fit, architecture, and future roadmap. You will, in most cases, anchor the engagement from initial consulting and problem definition to solution design, development and deployment (although implementation for most products will resourced through DevOps or other groups.)
You will work collaboratively with other members of the Professional Services team as well as other Engineering teams sharing responsibility for aspects of successful customer outcome.
Responsibilities include:
- Providing expert advice, technical direction, and consultancy to clients both internally and externally
- Developing new lines of Contact Centre business for Professional ServicesÂ
- Take full responsibility for overall execution and delivery of critical tasks or projects
- Take an active role in business development of net-new or follow-on engagements
- Analysing, designing, scheduling, and constructing solutions which can meet the demands and specifications of the client
- Build and maintain contacts and relationships with clients, identifying new business opportunities through pre and post sales activities
- Improve the engagements with stakeholders and "neighbours" to Professional Services e.g. through tighter product involvement
- Appraise and report on new techniques and products, and make recommendations on the acquisition of advanced technology
- Write technical proposals, design documents and statements of work
- QA and/or peer review sign off of technical proposals, design documents and statements of work
- Mentor and train more junior consultants and provide leadership to consultants on more complex client projectsÂ
About you:
- Proficient across the IT landscape with specific and specialist knowledge in the Contact Centre domain
- Understanding of business drivers for our technology solutionsÂ
- Innovative: "design thinking" as opposed to break-fix mentality
- Customer focused - experience in working in a Managed Services relationship helpfulÂ
- Strong ability to communicate technical solutions; interpersonal and consultative style is critical as is the ability to produce RFP responses, proposals, and recommendations
- Strong analytical and problem-solving skills - has developed and appreciates the need for design patterns / architecturesÂ
- Perspective and ability to lead collaborative modes of working across our "multi brand" group
- Leadership skills are similarly key to this role, working with a group of highly skilled Product Consultants and specialists across the wider Professional Services
Technical knowledge we're looking for:
- Our product suite - Genesys Cloud Contact Centres including CRM integration, Workforce Management, Flows, Routing, IVR scripting.
- Experience in automation & integration capabilities (e.g. AI, Bots) is preferred.
- Experience with 3rd party application integration (g. Independent Software Vendor communities, Genesys AppFoundry)
- A knowledge of public cloud and serverless functions would be desirable
- An avid interest in the overall Contact Centre domain including competitive and complementary solutions (g. Amazon Connect) is paramount.