Position Purpose :

TTEC Digital is looking for enthusiastic Principal Application Consultant for Genesys Contact Center products and custom developed Cloud solutions. This position plays a variety of roles from leading design sessions with customers, creating design documentation, testing, and conducting end user training on Genesys Systems.

The type of project work may include designing and implementing a new contact center solution, changes or enhancements to an existing solution or consulting on the use of Genesys. The Principal Application Consultant provides mentorship to teammates within the Project Services Department and throughout the delivery organization.

This position may serve as a project or internal team escalation point for any concerns related to the desired customer experience, mostly in design and testing phases of the project. The Principal Application Consultant is also responsible for creating and documenting best practices for design, testing, and training.

Key Accountabilities :

- Demonstrate professionalism and leadership in representing the Company to customers and vendors.

- Ability to perform the following Business Analysts tasks.

- Lead design sessions with customers.

- Collaborate with the customer to develop design specifications, business needs and other factors that impact operational requirements and end user experience.

- Document all system design which includes call flows and a data collection workbook.

- Depending on the design a Solution Design document might be needed.

- Exhibit knowledge and understanding of industry best practices.

- Compare customers current operations vs best practices.

- Collaborate with the customer to develop design specifications, business needs and other factors that impact operational requirements and end user experience.

- Identify key areas/opportunities for improvement.

- Leverage experience and examples of technology and processes to support analysis recommendations.

- Utilize a demo environment to present/review system features as part of the requirements gathering session.

- Ability to perform the following QA/UAT related tasks for Genesys and Smart Application products.

- Assist with and/or create QA/UAT test scripts utilizing the design documentation (Visio call flows, data collections workbook, etc.).

- Execute internal end to end QA testing and communicate defects to build team.

- Train customers on the use of test scripts and defect reporting.

- Assist customer with planning their UAT environment and resource needs.

- Support customer during UAT.

- Host UAT stand-up meetings with customers to discuss testing progress, blockers, and questions.

- Maintain current knowledge of Genesys products and TTEC Digital applications.

- Conduct Product Demonstrations to teammates.

- Develop best practices around discovery, design, testing, and training.

- Create documents and tools to support the team and maintain consistency.

- Collaborate with sales team on scoping and quoting professional services.

- Assist and mentor peers within and across Genesys projects.

- Assist with the Design of solution integrations such as CRM and other information systems.

- Conduct Customer and internal product training.

- Lead training planning meetings and create and provide training plans for each project.

- Follow curriculum to train all levels and audiences (end user, supervisor, administrator train-the-trainer) on the use of Genesys products and TTEC Digital developed applications through in person on-site or remote sessions.

- Conduct public training.

- Accurate and timely submittal of timesheets each week.

- Weekly booking report review and updates.

- Travel Required.

- Other responsibilities may be assigned.

Competencies :

Personal :

- Strong interpersonal skills, high energy and enthusiasm, integrity, and honesty, flexibility, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.

Leadership :

- Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude.

Operations :

- Ability to manage multiple projects and products. Perform tasks at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.

Technical :

- Ability to understand and communicate technical concepts; proficient with Microsoft Project, Visio, and Office products.

Required Knowledge, Skills & Abilities :

- Strong understanding of contact center business operations and processes, and the ability to identify and implement solutions that solve management needs.

- Excellent English verbal & written communication. This includes the ability to effectively communicate technical concepts to non-technical audiences.

- Ability to analyze and solve problems.

- Outstanding customer service skills.

- Positive, team-focused attitude.

- Independent and self-motivated work ethic.

- Consistency and reliability.

- Attention to detail and thoroughness.

- Effective time management skills.

- Excellent organizational and planning skills.

- Ability to adapt quickly to changing technology.

- Solid presentation skills.

- The ability to multi-task is imperative.

Education and Experience (minimum qualifications) : 7+ year experience deploying, testing, and supporting telephony projects in a customer-facing environment.

Organizational Description :

At TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology.

We coach our clients to ensure their employees feel valued, happy and rested - because delivering amazing customer experiences is ultimately an employee-first process.

We embrace the unique, positive, and healthy cultures that our different teams bring, and our leadership prioritizes the promise of work/life balance, continuous education, and high-performance incentives. We have been and will remain a remote first employer, giving you the flexibility to take your career wherever life goes.