Solutions Consultant

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Solutions Consultant is responsible for designing Genesys solutions and overseeing the implementation of that design. The primary objective of this role is to understand customer objectives and requirements and design solutions that meet those objectives and requirements based on knowledge of the Customer and the Genesys platform. The Solution Consultant is responsible for gathering, analyzing, and clarifying customer requirements and then creating a design, including detailed documentation, to meet those requirements in addition to consulting with customers on best practices.

Essential Functions

* Provides design services on new and/or existing customer projects

* Performs audits of Client's current contact center environment

* Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand

* Consults with Client regarding best practices and options within the proposed solution platform

* Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration

* Collaborates with the C1 Engineer prior to and during the Configuration phase

* Provides cutover/go-live support and assists in troubleshooting efforts

* Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations

* Consults with Client regarding agent scorecards and customer surveys

* Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.

* Assists and supports Project Managers in project planning and facilitating Client's understanding of their project responsibilities, requirements, tasks, and action items

* Develops, updates, and maintains implementation deliverables, work products and other documentation

* Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services

* Assumes Application Consultant role on projects as needed

o Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase

o Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements

o Conducts Train the Trainer and/or End-User training, including client applications and voicemail

Required Qualifications

* 5+ years of experience with Genesys products, Genesys Cloud, Genesys CX.

* Certification: Genesys Certified Professional (GCP) required.
* Strong knowledge of design, planning, and execution of cloud and contact center software solutions.
* Previous consulting experience and able to identify customer needs and design effective solutions tailored to customer objectives.

* Able to accurately read and interpret Scope/Statements of Work and documents pertaining to projects, plans, and solutions.

* Ability to collaborate with Engineers and team members to accomplish successful solution planning and delivery.

* Excellent written and verbal communication skills.

Desired/Preferred Qualifications

* 2-Year College degree in data networking or equivalent industry experience

* Genesys Certified Associate (GCA) or other Genesys certifications

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* HSA with + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* On Demand Pay (Daily Pay)

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Pay Range

$64,000 - $120,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

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