Genesys Hiring for Senior Solution Consultant Job at Dubai Full Time

Based in Dubai, as part of the Middle East team, this role requires active engagement in presales work across a variety of Genesys solutions.

A Senior Solution Consultant will work closely with the regional Sales, Presales, and partner channels to drive new business and address the adoption of Genesys solutions raised throughout the sales process.

The Senior Solution Consultant works in a consultative role to understand customer needs (technical & functional) and maps them to Genesys software, services, and consulting offerings. You will work with all levels of customer organizations tailoring the 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.

Key Responsibilities:

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

Operational Walkthroughs / Discoveries: leading discovery 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.

The typical output from the above will be:

• Walk our clients through Genesys solutions via demos, workshops, and presentations to articulate how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
• Genesys Solution Customer Vision:
  • Understanding the customer experience journey and how the Genesys Solution optimizes and enhances future customer experience.
  • 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 professional services.
• Understanding and presenting the high-level business benefit model and ball-park costs for delivery of identified solutions by working closing with an Account Executive and Professional Service colleagues.
• Customer Vision Sessions: Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced to deliver an improved customer experience. These will be workshops with several individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.

Other Tasks:

• Owning and supporting 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 a smooth transition to professional services and customer success.

Minimum Requirements:

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

• Technical knowledge covering associated Contact Centre technologies.
• Technical knowledge in some of the following areas, such as VOIP, SIP, Messaging, Carrier Services, Infrastructure, Networking, or Security.
• Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker) is a plus.
• Familiarity with Natural Language Understanding (Google, Nuance, Amazon Lex) is a plus.
• Experience in articulating the value while presenting any given solution.
• Being able to propose a solution that is mapped to business requirements, scoping the customer’s functional and non-functional specifications, by providing a Solution Proposal, Architecture Diagram, and working with Professional Services to ensure an accurate Statement of Works.

• A Senior Solution Consultant must possess strong presentation and writing skills that can facilitate sales with an emphasis on the business and technical aspects and reference a comprehensive understanding of the overall customer’s objectives
• You will be outgoing, energetic & passionate about our solutions, you’ll be comfortable articulating our solutions and convincing decision-makers.
• Desire to become a highly valuable and respected member of a growing team, to foster team spirit, and share knowledge.
• Assist with trials and proof of concepts (POC)
• Work in a horizontal aspect assisting Sales, pre-sales, support, and professional services to help answer questions related to our solutions and drive success within the region
• Travel to partner/customer meetings as required.

Preferred:

• Cloud or SAAS-based software Sales are preferred.
• Background working within Digital Customer Experience
• Experience with Artificial Intelligence, NLP/NLU, Machine Learning is a plus
• Experience in covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, and iWD.

• Basic understanding of programming in Web-based technologies such as Java, HTML, and CSS.
• Good 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

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

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.