Sr. Cloud Systems Consultant

 Avtex - Company site
 December 3, 2021
 Remote
This position is directly responsible for the oversight, configuration, installation, and design of Genesys Cloud. The implementation may be a new deployment, adding features, or creating new integrations and flows.  The Senior Cloud Systems Solution 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. Traveling and working after hours is an essential part of this position.  The Senior Cloud Systems Consultant is also responsible for developing and documenting Avtex Best Practices as it relates to implementing specific features of Genesys Cloud.  This position will work closely with manufacturer support to remedy any ongoing system or software problem and keep patch logs updated. Additionally, the Senior Cloud Systems Consultant participates in vendor meetings and acts as a technical resource to the project manager or sales executive.

Responsibilities

  • Demonstrate professionalism and leadership in representing the Company to customers and vendors.
  • Act as Technical Lead on Genesys Cloud implementation projects, providing guidance, oversight, and mentorship to other project team members in support of their implementing Avtex Best Practices throughout the Genesys Cloud Implementation Project.
  • Provide guidance and mentorship to peers on the Cloud Consulting team.
  • Act as escalation point for peers on Cloud Consulting team when they require assistance on projects they are leading.
  • Develop best practices around discovery and implementation of specific Genesys Cloud features and follow up with maintaining documentation for consumption by other Avtex team members working on Genesys Cloud implementation projects.
  • Assess customer needs and make configuration and design recommendations to the client or to Business Analysts documenting the design requirements.
  • Identify system hardware and/or software problems and propose solutions.
  • Maintain productive and satisfactory relationships with clients.
  • Understand the scope of the project, integrations, customer requirements etc.
  • Configure, install, and test equipment.
  • Provide technical specifications as requested.
  • Follow-up on and resolve outstanding issues in a timely manner.
  • Update customer database to reflect changes in system configuration.
  • Conduct system set-up as required.
  • Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
  • Create tools and methods to support the team and streamline implementation.
  • Requirements

  • Bachelor’s Degree in Information Technology, Telecommunications, or related field strongly desired.
  • 1+ year experience in the Information Technologies Field.
  • 2+ years proven track record in telephony, networking or IT industry.
  • Minimum 2+ years Genesys Cloud installation and configuration.
  • Minimum 3+ years of IVR, Bot, Speech Recognition telephony development and integration.
  • Valid Genesys Cloud Certified Professional Certification.
  • Extensive knowledge and experience with Genesys Cloud.
  • VoIP.
  • Networking.
  • Telecom.
  • WireShark (Packet Capture understanding).
  • Virtualization concepts and strategies.
  • REST understanding and familiarity.
  • Detailed understanding of integrations.
  • Understanding of computer networks.
  • Understanding of Active Directory and related services- DNS DHCP, Azure, AWS.
  • Database concepts and systems.
  • Excellent English verbal & written communication.
  • Ability to interpret customer requests correctly.
  • Outstanding customer service skills.
  • Positive, team-focused attitude.
  • Independent and self-motivated work ethic.
  • Consistency and reliability.
  • Attention to detail and thoroughness.
  • Effective time management skills.
  • Excellent organizational and planning skills.
  • Ability to adapt quickly to changing technology.
  • Solid knowledge of the Microsoft Suite of products applicable to practice area.
  • Strong Understanding of AWS Lex Bot.
  • Strong Understanding of Google Dialog Flow.
  • Bot Consumption and creation through architect.
  • Conceptual Understanding of AWS architecture.
  • Conceptual Understanding of AZURE architecture.
  • Strong understanding interdependencies of 3rd party technologies.
  • Reusable Bot Creation.
  • Create/Develop reusable Data Actions Libraries.
  • Create/Develop reusable Architect libraries.
  • Strong Understanding of Advanced Dialer Concepts.
  • Ability to accommodate after-hours work and travel as business needs demand (expected up to 40%).
  • C#, Javascript.
  • Database design.
  • Ability to build REST APIs.
  • Working at Avtex
    At Avtex, we’ve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people.
    Do you want to be inspired in your workplace? We’re always looking for talented people to join our team!