Genesys Cloud - Principal Implementation Consultant job opportunity at TTEC Digital.



Date2025-11-26 bot
TTEC Digital Genesys Cloud - Principal Implementation Consultant
Experience: 10-years
Pattern: Full-Time
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loacation Hyderabad, India
loacation Hyderabad....India
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<p><span style="font-size: 11pt">At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.</span></p><p><br></p><p><u style="font-size: 12pt;"><b>Position Purpose</b></u></p><p><span style="font-size: 11pt;">TTEC Digital is looking for enthusiastic Genesys Cloud consultants for Genesys Contact Center products and custom developed Cloud solutions.&nbsp; This position is responsible for the oversight, configuration, installation, and design of Genesys Cloud solutions. The implementation may be a new deployment, adding features, or creating new integrations and flows. The Genesys Cloud Principal Architect acts as a mentor on the project team and may serve as an escalation point for other delivery personnel on the project team and/or Support either remotely or onsite. Mentorship to teammates throughout the delivery organization is also a function of this role.</span></p><p><br></p><p><u style="font-size: 12pt;"><b>Key Accountabilities</b></u></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Demonstrate professionalism and leadership in representing the Company to customers and vendors.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Develop best practices around discovery and implementation of Genesys Cloud features and follow up with maintaining documentation for consumption by other TTEC team members working on Genesys Cloud implementation projects.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Collaborate with sales team on scoping and quoting professional services.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Create tools and methods to support the team and streamline implementation.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Provide guidance and mentorship to teammates in their pursuit of evolving their Genesys Cloud skills and expertise.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Act as Technical Lead on Genesys Cloud implementation projects, providing guidance, oversight, and mentorship to other project team members in support of their implementing TTEC Best Practices throughout the Genesys Cloud Implementation Project.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Act as resource for peers when they require assistance on projects they are leading.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Assess customer needs and make design recommendations to the client or to Business Analysts documenting the design and requirements.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Detailed understanding of integrations.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Identify system and/or software problems and propose solutions.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Maintain productive and satisfactory relationships with clients.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Understand the scope of the project, integrations, customer requirements etc.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Configuration, installation, and testing of solutions.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Provide technical specifications as requested.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Follow-up on and resolve outstanding issues in a timely manner.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Conduct system set-up as required.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Participate in miscellaneous projects as assigned.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Understanding of voice and data networks.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Interpret customer requests correctly.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Understand systems to be able to identify problems and provide a remedy.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">After-hours work will be required.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Travel Required.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Other responsibilities may be assigned.</span></p><p><br></p><p><u style="font-size: 12pt;"><b>Competencies</b></u></p><p><b style="font-size: 11pt;">Personal:</b><span style="font-size: 11pt;"> Strong interpersonal skills, high energy and enthusiasm, integrity and honesty, flexibility, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.</span></p><p><b style="font-size: 11pt;">Leadership:</b><span style="font-size: 11pt;"> Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude.</span></p><p><b style="font-size: 11pt;">Operations:</b><span style="font-size: 11pt;"> Ability to manage multiple projects and products.&nbsp; Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.</span></p><p><b style="font-size: 11pt;">Technical:</b><span style="font-size: 11pt;">&nbsp; Ability to understand and communicate technical concepts; proficient with Microsoft Visio and Office products.</span></p><p><br></p><p><u style="font-size: 12pt;"><b>Required Knowledge, Skills &amp; Abilities</b></u></p><p><span style="font-size: 11pt;">Strong understanding of contact center business operations and processes</span></p><p><span style="font-size: 11pt;">Valid Genesys Cloud Certified Professional Certification.</span></p><p><span style="font-size: 11pt;">Extensive knowledge and experience with Genesys Cloud.</span></p><p><span style="font-size: 11pt;">VoIP.</span></p><p><span style="font-size: 11pt;">Networking.</span></p><p><span style="font-size: 11pt;">Telecom.</span></p><p><span style="font-size: 11pt;">Wireshark (Packet Capture understanding).</span></p><p><span style="font-size: 11pt;">Create/Develop reusable Data Actions Libraries.</span></p><p><span style="font-size: 11pt;">Create/Develop reusable Architect libraries.</span></p><p><span style="font-size: 11pt;">Strong Understanding of Advanced Dialer Concepts.</span></p><p><span style="font-size: 11pt;">REST understanding and familiarity.</span></p><p><span style="font-size: 11pt;">Understanding of Active Directory and related services- DNS DHCP, Azure, AWS, SCIM, SSO.</span></p><p><span style="font-size: 11pt;">Database concepts and systems.</span></p><p><span style="font-size: 11pt;">Excellent English verbal &amp; written communication.</span></p><p><span style="font-size: 11pt;">Ability to interpret customer requests correctly.</span></p><p><span style="font-size: 11pt;">Outstanding customer service skills.</span></p><p><span style="font-size: 11pt;">Positive, team-focused attitude.</span></p><p><span style="font-size: 11pt;">Independent and self-motivated work ethic.</span></p><p><span style="font-size: 11pt;">Consistency and reliability.</span></p><p><span style="font-size: 11pt;">Attention to detail and thoroughness.</span></p><p><span style="font-size: 11pt;">Effective time management skills.</span></p><p><span style="font-size: 11pt;">Excellent organizational and planning skills.</span></p><p><span style="font-size: 11pt;">Ability to adapt quickly to changing technology.</span></p><p><span style="font-size: 11pt;">Solid knowledge of the Microsoft Suite of products applicable to practice area.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Conceptual Understanding of AWS architecture.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Conceptual Understanding of AZURE architecture.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">Strong understanding interdependencies of 3rd party technologies. </span></p><p><br></p><p><u style="font-size: 12pt;"><b>Desired Knowledge, Skills &amp; Abilities</b></u></p><p><span style="font-size: 11pt;">Strong Understanding of AWS Lex Bot.</span></p><p><span style="font-size: 11pt;">Strong Understanding of Google Dialog Flow.</span></p><p><span style="font-size: 11pt;">Bot Consumption and creation through architect.</span></p><p><span style="font-size: 11pt;">Reusable Bot Creation.</span></p><p><span style="font-size: 11pt;">Ability to build REST APIs</span></p><p>&nbsp;</p><p><u style="font-size: 12pt;"><b>Education and Experience (minimum qualifications)</b></u></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">10+ year experience in the Information Technologies Field.</span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">8+ years proven track record in telephony, networking or IT industry.</span></p><p><span style="font-size: 11pt;">Minimum 2+ years Genesys Cloud installation and configuration</span></p><p><span style="font-size: 11pt;">Minimum 4+ years of IVR, Bot, Speech Recognition telephony development and integration </span></p><p><span style="font-size: 11pt;">·</span><span style="font-size: 7pt;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><span style="font-size: 11pt;">4+ year experience deploying, testing, and supporting telephony projects in a customer-facing environment.</span></p>\n<p></p><p><br></p><p></p>\n<p>TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the </p><p>exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.</p><p>&nbsp;</p><p>TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. </p><p>&nbsp;</p><p>Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.</p>

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