Genesys Solutions Consultant

**Why join DXC Technology?**

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

DXC Connect provided IT managed service and solutions that help our customers do things faster and smarter and provide them with sustainable competitive advantage. We help customers to take advantage of the key technology trends that are shaping the business landscape and get ready for what comes next.

At DXC we pride ourselves on delivering excellence in everything we do.

**What you will be doing**

Your responsibilities will include resolving customer support issues, completing Service Requests, undertaking routine system help checks, identifying architectural improvements, and exceeding customer expectations at all levels of service. In addition, you will provide solution design and transformation services, professional services, and consulting on Contact centre technologies and solutions.

As a Genesys Solutions Consultant, you will work closely with both existing and prospective customers to understand their unique business needs and help them make informed decisions about their Contact centre technologies. Your expertise and guidance will be crucial in ensuring that these organizations can deliver an exceptional customer experience through their Contact centre.

Overall, your role will involve a combination of technical expertise, presales skills, and a strong commitment to customer satisfaction, as you help organizations optimize their Contact centre operations and achieve their business objectives.

**What will keep you busy**

**Commercial**
- Conducting discovery sessions with potential clients to understand their business needs and challenges
- Creating and delivering presentations to demonstrate the capabilities of Genesys solutions and how they can address the client's specific requirements
- Developing proposals and statements of work (SOW) that outline the scope, timeline, and cost of the proposed solution
- Collaborating with the sales team to develop and execute account strategies
- Participating in RFP/RFI responses and conducting product demonstrations

**Delivery**
- Designing and configuring Genesys solutions to meet the client's requirements and objectives
- Conducting product installations and upgrades, including configuring servers, software, and databases
- Creating technical documentation, including design documents, deployment guides, and user manuals
- Conducting testing and troubleshooting of Genesys solutions to ensure they are functioning correctly and meeting performance requirements
- Providing technical support to clients during and after implementation, including identifying and resolving issues and providing ongoing maintenance and support

**Operational**
- Liaise with all contact centre customers to provide contact centre solution support and incident and problem management
- Perform remote and onsite incident diagnostics as required
- Follow appropriate change management processes and develop change plans and submissions to CAB for contact centre technologies.
- Maintain and update fault records database as required with appropriate detail
- Escalate issues and faults to appropriate T/L or vendors support teams as required
- Perform preventative maintenance health checks and other scheduled activities
- Complete electronic timesheets weekly via the pre-defined cost element activities
- Work closely to support the client service delivery management, operations, and professional services divisions
- Deliver national customer support services following the Incident, Problem and Service level procedures

**Other Activities**
- Staying up to date with industry trends and advancements in Genesys technology
- Participating in training and certification programs to maintain knowledge and skills
- Always maintain a flexible approach to the tasks at hand
- Undertake duties in accordance with health and safety requirements demonstrating a duty of care to own self

**The skills you will bring**

**Basic Qualifications**

Critical
- Australian Citizen
- Ability to complete and pass a security background check to the level of NV1.
- The ability to work with Genesys platforms such as PureConnect, PureCloud, and PureEngage is critical. Experience with other Genesys products such as Genesys Voice Platform (GVP), Interaction Recording, and Workforce Management is also valuable.
- Genesys Engage and/or Genesys Cloud customer experience platform advanced management and troubleshooting
- At least 3-5 years of experience in an IT/Telecommunications/Support environment within ITILv3 service management framework working with Genesys contact centre technologies
- Microsoft Server 2012+ and Microsoft SQL experience
- Solid understanding of Virtualisation technologies such as VMWare and cloud technologies such as AWS and Azure.
- A solid understanding of SIP technologies and data networking concepts.
- The ability to tro