Senior Solution Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Title: Senior Solutions Consultant 

Department & Team: UK&I Sales, Solutions Consultant Team

Reports to: Solutions Consulting Leader UK&I

Location: Virtual

Summary/ Role Overview:

A Pre-Sales solution expert, responsible for engaging in business-focused solution discoveries with customers to understand their operation and customer experiences and demonstrate the value that can be realized through the implementation of Genesys solutions.

Key Responsibilities:

To support the UK&I Sales team to be successful within territory, by defining the business value of Genesys solutions through tasks including the following:

Operational Walkthroughs / Discoveries: leading discovery sessions to walk through an organisation’s current methods of operation and provide recommendations on improvement opportunities.  This may include sessions inside the contact centre to observe the customer experience as well as sessions with team leaders, operational staff and management.

The typical output from the above will be:

Presentation showing the solutions identified and how they can provide business benefit.

Example customer journeys before and after.

Present ideas ‘ recommendations on how the customer should embark on improving customer Journeys.

High level business benefit model and ball-park costs for delivery of identified solutions.

Customer Vision Sessions: Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced in order to deliver and improved customer experience.  These will be workshops with a number of individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.

Other Tasks:

Owning the responses in RFXs as needed.

Helping to demonstrate the value of Genesys in our Customer Experience Centre

Ensuring everything is captured in the pre-sales phase to ensure smooth transition into implementation

Minimum Requirements:

6+ years of relevant professional experience, including the following:

Detailed understanding of the Contact Centre / Customer Experience solution set.

Proven experience of defining the return on investment in any given proposal

Being able propose a solution that is mapped to the business requirements, including scoping of functional and non functional specifications, High Level Design, Sizing etc

Being able to prescribe to the customer about in which order will be best to implement a solution to minimize impact and maximise benefit.

Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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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.

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