What you’ll be doing...

The Principal Consultant is a senior level Professional Services engineer. In this role, you'll typically engage the senior executive level within the strategic client base. You'll exercise considerable judgment in developing methods, techniques, and evaluation for obtaining results. As such, you'll frequently work with the department head level for the top segment of the customer base when solutions to identified business problems require custom design development. Supported customers may have a globally dispersed infrastructure. The Principal Consultant communicates technical considerations and impact of custom solutions to clients’ Identified business problems to key stockholders and decision makers. You'll collaborate with clients’ Technical staff to ensure alignment and congruency between the client's infrastructure and proposed custom solutions in order to effect a seamless integration and implementation of technologies. You'll lead and manage multiple projects of medium duration and accomplish your work without direction.

Responsibilities associated with the position include:

  • Seeking opportunities to engage client decision makers and influencers in discussions that lead to billable client engagements.
  • Aligning with Sales counterparts to support identified client billable opportunities.
  • Partnering with core Sales Account Managers to analyze identified or suspected engagement opportunities stemming from advancements in technologies, changing market conditions, clients’ Competitive situations, or clients’ Need to respond to various business drivers.
  • Leading large, complex projects based on scope and revenue potential, typically involving Fortune 500 clients across all vertical markets.
  • Supporting client-facing opportunities by leading onsite collaboration with client business, technical, and operations departments head levels.
  • Developing Statements of Work to define agreements for specified work and related charges.
  • Collaborating with the client to align business requirements in the SOW to the technical architecture proposed; probing to determine the potential impact of custom solutions to address the business issue.
  • Presenting to the client a recommended integration and implementation plan.
  • Establishing and maintaining technical expertise in current technologies within appropriate focus area and developing limited expertise in new technologies required to effectively manage position responsibilities.

What we’re looking for...

A Contact Center Services ("CCS") Genesys Engineer is a Professional Services Senior Consultant and is viewed by the customer as a subject matter expert responsible for solution architecture and consulting related to the implementation of complex contact center solutions involving the Genesys suite of products.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in professional consulting.
  • Experience implementing solutions with a specific focus on Genesys-based solutions.
  • One or more Genesys v7 or Genesys v8 certifications such as GCP-CIV, GCP-DIV, GCP-CSIP or GCP-GVP.
  • Willingness to travel.

Even better if you have:

  • Bachelor’s degree in Computer Science or related field.
  • Ten or more years of contact center consulting experience.
  • The ability to lead and drive an implementation from discovery through production rollout.
  • Strong troubleshooting skills.
  • Strong communication skills
  • A drive for results.
  • The ability to lead a diverse team through delivery of a complex integrated solution platform.
  • Experience within the Healthcare and Financial verticals.
  • Experience with one or more of the following technologies:
    • Verint
    • NICE
    • Aspect WFM
    • Empirix
    • Nuance

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.