Senior PS Consultant (Spanish Bilingual)

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. The position is integral to the on-going 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. Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer. In addition, evaluates if the requirement is within the capability of the product and if not coordinates with the Customer and Project Manager of the limitation and alternatives. Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions Major Responsibilities/Activities The Senior Professional Services Consultant (Bilingual) is responsible for leading, delivering, and supporting Genesys Cloud solutions for Customers or Partners particularly for the LATAM region. 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