The Partner Solutions Consultant works with key strategic, high-growth Genesys Partners as a trusted advisor to ensure these partners can fulfill their maximum potential to deliver Empathy at Scale to our joint end customers. You will work with partners to empower them to be more self-sufficient, educate them on Genesys's unique value, drive product co-invention, and help them be more effective at developing identified business opportunities. The Partner Solutions Consultant works in a consultative role alongside partners to understand customer needs (technical & functional) and maps them to Genesys solutions, services, and consulting offerings. You will work with all levels of customer organizations,
helping to tailor the joint Genesys and Partner messaging to meet the needs of various business and technical stakeholders including C-level decision-makers. This role is imperative to the success of sales opportunities, and to enable our channel ecosystem to perform this iteratively at Scale .
Key Responsibilities: Support defined, named partners, allowing them to be more strategic in their execution of business with Genesys and our joint customers.
Help partners become adept at Operational Walkthroughs / Discoveries:
Sessions to walk through an organization's current methods of operation and provide recommendations on improvement opportunities. This may include sessions inside the contact center to observe the customer experience as well as sessions with team leaders, operational staff, and management.
Empower partners to perform the following typical outputs:
Presenting recommendations on how the customer should embark on improving the customer experience.
Demonstrating the art of the possible in the Genesys Solution that closely matches the future state of customer experience.
Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to service delivery.
Supporting partner responses in RFPs as needed.
Coaching the partners to be self-sufficient to find information.
Seek and recommend process and content improvements internally to make it easier for partners to conduct business with Genesys.
Keep our partners apprised of current and future Genesys product releases.
A keen understanding of what functionality or capabilities our partners will require in the future and bring that data back to the product team(s) for consideration/prioritization.
Building and documenting reusable solutions that leverage Infrastructure as Code (IaC), RESTful APIs, cloud services, and other modern technologies to enable the Genesys partner community.
Minimum Requirements: Hold a bachelor's degree and 5 years of relevant professional experience, including the following:
Technical knowledge covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, IVR, Digital Engagement, or PCI compliance.
Technical knowledge in some of the following areas, such as VOIP, SIP, Messaging, Carrier Services, Infrastructure, Networking, or Security.
Familiarity with Natural Language Understanding (Google, Nuance, Amazon Lex).
Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.
Preferred: Infrastructure as Code: CloudFormation & Terraform.
Cloud or SAAS-based software Sales are preferred.
Basic understanding of programming in Web-based technologies such as JavaScript, Python, HTML, and CSS.
Basic understanding of the API (Application Programming Interface) methodologies and benefits.
Understanding the fundamentals of Computing, such as completing a Technology Degree, or undertaking certifications relevant to Cloud, SaaS, or XCaaS.
About Genesys: Genesys is an equal opportunity employer committed to diversity 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.
Covid-19: Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding.
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