Sr. Consultant Engineer - Genesys Contact Center

Company Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes.

Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.

We're a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence.

Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work' with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences.

We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

Role Overview

The Consultant role is a subject matter expert responsible for the configuring, installing, troubleshooting, and repairing offerings technical solutions for our customers.

The Consultant will lead / contribute to the design, integration, deployment, and maintenance of the customers' technical infrastructure and services (all aspects of the technology lifecycle) in the Contact Center / Genesys space.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to :

• Interprets technology vision into practical application :
• Applies technology to standard methodology.
• Collaborates with offering lead on vision and direction.
• Consolidates field experiences and identifies meaningful trends :
• Makes recommendations to offerings development and national leadership team.
• Patterns in failed successful projects.
• Analysis on PMO supplied project success data.
• Post-sales library ownership :
• SOW content for the specific offerings.
• Calculators
• Process docs.
• Templates - design / as-built / checklists.
• Provides partial and turn-key project implementation :
• Selective assignments (turnkey).
• Provides design phase oversight selectively.
• Configuring, installing, troubleshooting, and repairing offerings technical solutions for our customer in a Contact Center / Genesys solution environment.
• Technical escalation point for active projects.
• Provides site managers with technical performance updates on engineers.
• Participates in all deep dive PPRs within the practice.
• Support the National Offerings Meetings for all pre-sales / post-sales engineers.
• Attending seminars as requested by the Professional Services Management Team.
• Consistent, accurate and timely tracking of client work, service calls, and related documentation including timesheets.
• Travel : To Customer sites as needed. Access to a vehicle is required.

Additional job responsibilities include, but are not limited to :

• Understand and articulate all NWN Carousel service offerings and capabilities.
• Maintains knowledge of market trends, technology trends, business challenges and priorities.
• Represent NWN Carousel with contractors, suppliers, customers, departments, and other parties as required.
• Optimizes and leverages available systems, tools, and resources including project tracking and reporting tools.
• NWN Carousel Pipeline reporting within the account to the Sales Management team.
• Mentor less experienced team members when asked.
• Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role :

• 7+ years of experience with detailed working knowledge configuring, supporting, upgrading the following technologies :
• Genesys Contact Center experience required including installation and advanced configuration on the platform.
• Demonstrated ability to understand and architect the Genesys environment with scripting and integrated peripheral systems with features such as API integration, multi-channel routing, Skill based & Intelligent Routing.
• Genesys Contact Center design and deployment experience
• Experience with CCB, Post Call Survey, Outbound Dialer preferred but not required.
• Ability to work outside of normal business hours based on customer and project requirements.
• Preferred : Experience configuring Cisco, Five9 or other hosted Contact Centers.
• Preferred : Experience working with Calabrio or Verint products or other Call recording & Workforce Management software.
• Knowledge of project management best practices.
• Advanced level experience (reorganizing large or complex projects into master and subprojects, optimizing resource assignments across projects, tracking schedules for completeness and budget on complex, connecting project managers, teams, and data across the organization) with management tool, such as MS Project or Excel.
• Highly flexible, self-directed and with ability to adapt in a rapidly changing environment.
• Ability to function effectively in a fast-paced environment and manage multiple projects simultaneously.
• Ability to exercise exceptional judgment where practices and policies are not clearly defined.
• Demonstrated ability to manage multiple competing priorities and potentially, multiple teams.
• Excellent problem solving and negotiation skills.
• Exceptional client facing communications and presentation skills.
• Must have reliable transportation.
• Must supply reliable cell phone. Cell phone costs may be reimbursed.

The following qualifications are ideal, but not required :

• Bachelor's degree preferred.
• At least one major vendor certification (Genesys, Cisco, Five9, Microsoft).

Off hours work as required for support or implementation work.

NWN Carousel is an Equal Opportunity Employer : NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

LI-Remote