Senior PS Consultant

Genesys; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Well-being resources

Volunteer time

August Free Fridays

Education support

Job summary

Genesys Manila is seeking a Senior PS Consultant to lead and deliver Genesys Cloud solutions for Customers or Partners, developing broad expertise across Genesys products.

The role includes engagement with project managers, pre-sale activities, go-live support, and post-go-live care, requiring strong English communication and a customer-centric mindset. Manila-based, full-time position with regional collaboration.

Qualifications

• Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science or related field.
• 3+ years of experience in Contact Center technology or deployment.
• Experience with Genesys Cloud implementation/desirable.
• Strong problem-solving and collaboration skills.

Responsibilities

• Lead implementation activities from pre-sale to Go-Live.
• Provide remote/on-site support for escalations.
• Mentor junior resources and conduct training.
• Ensure delivery per PS standards and high-quality outcomes.
• Coordinate with Project Manager and Sales for LOE and estimations.

Skills

Tech Lead

REST APIs

Omnichannel

AWS

Cross-functional collaboration

Education

Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science or related

Tools

JIRA

Salesforce

Zendesk

ServiceNow

Genesys Cloud Edge

Job description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Job Title: Senior PS Consultant

Department & Team

COE Professional Services Organization - Manila

Job Summary

The position is integral to the ongoing technical solution deployment and technical application support of Professional Services (PS) capabilities. This includes five key areas:

• Act as a Tech Lead and demonstrate product expertise in most Genesys Cloud products.
• Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.
• Follows Professional Services implementation standards.
• Assess complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer. In addition, evaluate if the requirement is within the capability of the product and if not coordinate with the Customer and Project Manager of the limitation and alternatives.
• Initiate and suggest process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions.

Major Responsibilities/Activities

The Senior PS Consultant is responsible for leading and delivering Genesys Cloud solutions for Customers or Partners. This position is responsible for developing a high level of expertise across most Genesys products.

Solution Deployment (85%)

• Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
• Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to: Pre-Sales Scopes and Estimates Effort in collaboration with the sales team. Discovery and Requirements Gathering, Scoping and Level of Effort Understands customer and business requirements which delivers Genesys Standard Based Documentation and Design Requirements. Proof of Concept Implementation Preliminary implementation of the initial requirements for feasibility. Build Implementation and Integration Base Configurations (Contact Center Based such as Skills, Wrap-up Codes, Queues, Users, Roles, Phone Settings, Phone Numbers, etc.) Telephony Configuration (SIP Trunks, Genesys Edge Device Pairing, Cloud or Bring Your Own Carrier Based) Call Flow Development Agent Display Scripting Configuration Outbound Campaign/Dialer Configurations Integrations – AppFoundry / Expert App Implementation, Data Actions from CRM based platforms, and/or SSO Reporting Out of the Box based on Genesys Cloud Unit Testing Quality Assurance and User Acceptance Testing Support End-User Training or Transfer of Information (ToI) Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer. Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Support Concierge/Early Adoption Service (White-Glove Service) Provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform. Managed Services Operational Service Management Move, Add, Change, Delete (MACD) Change Management & Ticket Triage Conducts Change Deployments General knowledge on omnichannel such as Voice, Email, Chat, SMS, and/or Social Media Staff Augmentation Assigned as a dedicated resource for a particular project that works under the customer’s project team along with its process and target deliverables. Project Change Implementations Consult & Assist Delivery
• Flexible to adapt to different project delivery process agreements with customer project engagements.
• Act as a Tech Lead, leading a project implementation.
• Follows Professional Services implementation standards.
• Execution of project plan tasks associated with engagements.
• Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
• Regular communication of project status.
• Provides remote/onsite support for customer escalations as needed.
• Maintains on average 70% utilization for billable projects.
• Identifies engagement-related problem areas and solves the issues in a proactive manner.
• Assists the Customer Care organization in performing service call/maintenance activities as required.
• Provide technical training (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery.
• Maintains friendly and professional attitude in stressful situations.

Administration (5%)

• Maintains accurate and timely submission of timesheets (Project & Attendance), expense reports, and project-related forms.
• Maintains regular internal communications with project team, team lead, and manager.
• Provides feedback, creates and updates to internal process through internal documentation.
• Follows standard department processes.

Training (10%)

• Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery, implementation, etc.), including, knowledge transfer of specific skills.
• Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications.
• Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).
• Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).

Minimum Requirements

• Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/Information Technology/or related discipline or equivalent professional technical experience.
• 3+ years of related experience in Contact Center technology, Solutions Deployment and/or equivalent industry experience.
• Prior experience with Genesys Cloud Implementation and/or Administration is highly desirable or industry related experience.
• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

Technical Skills

• Knowledge of Contact Center Solutions/Technology.
• Knowledge of HTTP requests, REST web services, and JSON.
• Knowledge of Omnichannel solutions such as Voice (IVR/Outbound/Auto Dialer/Auto Attendant), Email, SMS, Chat, or Messaging.
• Understands flow chart-based designs.
• Knowledge in third party software integrations such as Salesforce, Zendesk, ServiceNow, JIRA, etc.
• IP Telephony & Hardware: Genesys Cloud Edge, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.).
• Software Delivery Models such as Waterfall or Agile (Scrum / Kanban).
• Software: Wireshark, DHCP/DNS, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook).
• Knowledge of Amazon Web Services (AWS) is an added advantage.
• Knowledge in Networking fundamentals (Cisco/Juniper/other network routing, switching devices, DHCP/DNS) and certifications is an added advantage.
• Software Development experience in Java and C#.NET, Python, PHP, web application development scripting, tools and methods is an added advantage.

Business Skills

• Capable of working on and leading a team through a fast paced and complex project.
• Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation.
• Prior experience in working in a customer facing role.
• Knowledge of customer service processes.
• Knowledge of Cloud change control processes.
• Exercises good judgment.
• Strong follow-through, ownership & responsibility on tasks assigned.
• Effective time management and maintains flexibility.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.

Job Location

Manila, Philippines

Position Type

Full-Time/Regular

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Equal Opportunity Employer

Genesys is an equal opportunity employer committed to fairness 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail].

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.