, Genesys
Job Description
Your role as a Cloud Solutions Engineer is to help customers 'Think Cloud First' for their contact center needs. In your role you will be working with the Business Edition Cloud & Premise Account Executives to support customer opportunities as well as continually educate the Solution Engineering organization on how to best position Genesys Cloud.
The objective of the Cloud Solutions Engineer position is to help Account Executives progress and close sales opportunities. The Solutions Engineer role helps bridge the gap between technical buyers and Account Executives. Solutions Engineers are expected to develop and cultivate strong relationships with the customer’s internal stakeholders. This role requires deep technical knowledge on a broad solution set.
Responsibilities
The primary responsibilities for this role include (but are not limited to):
· Uncover business challenges and articulate solutions through Genesys’s consultative process
· Offer deep technical expertise around our software offerings and ensure technically viable solutions are within the commercial proposals
· Work within the Sales Teams to identify new business opportunities with Genesys Partners and Customers
· Understand the customer’s business requirements, strategic goals and trading methods from a technical perspective
· Translate the customers’ requirements into technical solutions and presenting these solutions at senior management and board levels
· Understand and assess customer contact center environment which is typically on site today
· Work actively with multiple customers and account executives during different phases of a sales cycle
· Tailor presentations to match various opportunities and develop materials in-line with specific requirements
· Articulate corporate messaging through presentations, demonstrations and open discussions with customer
· Participate in trade shows and other marketing activities
Qualifications/Skills Desired and Preferred:
· Bachelors Degree or higher required – e.g. BSc in Computer Science preferred or equivalent work experience
· Strong time-management, organization skills and ability to manage multiple streams of work simultaneously
· Strong presentation skills and proven experience with developing compelling presentation materials
· 5+ years of Call Center WFO, IVR, PBX, CTI, ACD experience
· Natural interest in emerging digital media technologies: (Social Media, Mobile – Web Applications), usability and innovation, customer experience
· Experience with Software development, JavaScript, Web services/XML, data networking, network security, data analytics and visualization, HTML5, virtualization, hardware
· Strong self-initiative and support recommendations with sound thinking and fact-based evidence (data, research, best practices, etc.)
· Understanding of basic financial modelling for ROI and TCO
· 1+ years in Contact Center cloud experience
· Contact Center Operational and Business expertise in Workforce Planning and Quality Assurance