Solution Consultant

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

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:
‎2+ 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 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.

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, and workforce management.
* Basic understanding of programming in Web-based technologies such as Java, HTML, and CSS.
* Basic 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.

Covid-‎19:

Safety for our employees and our communities is a key priority for Genesys. We
continue to experience rapid growth during the Covid-‎19 pandemic and are
conducting remote hiring and onboarding processes. All hiring and onboarding
processes are being conducted remotely at this time.

As our Covid-‎19 task force and internal teams plan to reopen our global
offices, the policies and procedures will continue to be updated.

Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the
application process or are limited in the ability or unable to access or use
this online application process and need an alternative method for applying,
you or someone you know may complete the Reasonable Accommodations Form for
assistance. Please use the Candidate field in the dropdown menu to ensure a
timely response.

This form is designed to assist job seekers who seek reasonable accommodation
for the application process. Submissions entered for non-accommodation-related
issues, such as following up on an application or submitting a resume, may not
receive a response.

About Genesys:
Every year, Genesys ® orchestrates more than ‎70 billion remarkable customer
experiences for organizations in more than ‎100 countries. Through the power of
our cloud, digital and AI technologies, organizations can realize Experience
as a Service℠, our vision for empathetic customer experiences at scale. With
Genesys, organizations have the power to deliver proactive, predictive, and
hyper personalized experiences to deepen their customer connection across
every marketing, sales, and service moment on any channel, while also
improving employee productivity and engagement. By transforming back-office
technology to a modern revenue velocity engine Genesys enables true intimacy
at scale to foster customer trust and loyalty. 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.

Please note that recruiters will never ask for sensitive personal or financial
information during the application phase.