Genesys Pre-Sales Contact Center Engineer

Deloitte Frederick , MD 21705

Posted 2 months ago

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development?

Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do

As a Contact Center Technical Presales Engineer, you work with clients that consume Contact Center and related third party partner products. Your duties include maintaining engineering procedures, working with client teams, and conducting presentations to promote a new product offering to clients at the beginning of the sales cycle.

Sometimes, your responsibilities focus on introducing new or upgraded products to an existing client. At other times, you work with prospective clients or contact account leads to provide technical information. You typically help clients choose products that meet their technological needs and answer questions about compatibility, functionality, and implementation. You may also provide specifications and technical details to a client's IT department to ease installation, as well as work as a hands-on resource to support deployment and implementation services.

The team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world.

The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications

Required:

  • Degree in a Computer Science and Engineering or equivalent role with relevant experience

  • 5+ years in a customer/client facing technical role (Pre/Post Sales, Sales Engineering, Consulting, Solutions Architecture, Service Delivery, etc.) with a strong knowledge of various network architectures, virtualization, Cloud, Unified Communications, and mobility solutions

  • 3+ years of pre-sale experience developing managed IT and/or managed UC services solutions.

  • 3+ years of Genesys Engineering experience

  • 2+ years of experience in either AWS, Cisco, Avaya, Talkdesk, NICE or Five9

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

  • Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve.

  • Must be able to obtain and maintain public trust clearance for this role

Preferred:

  • Current and valid industry certifications on technology partners, processes in one or more of the following preferred: UC and/or Contact Center (AVAYA, Cisco, Genesys, etc.), Network (Cisco, Juniper, Extreme, etc.), or ITIL

  • Experience leading and/or managing teams

  • Experience running support teams and/or operations

  • Strong experience with Unified Communications and UC Managed Services

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges.

This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.

Requisition code: 97896



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Your duties include maintaining engineering procedures, working with client teams, and conducting presentations to promote a new product offering to clients at the beginning of the sales cycle. Sometimes, your responsibilities focus on introducing new or upgraded products to an existing client. At other times, you work with prospective clients or contact account leads to provide technical information. You typically help clients choose products that meet their technological needs and answer questions about compatibility, functionality, and implementation. You may also provide specifications and technical details to a client's IT department to ease installation, as well as work as a hands-on resource to support deployment and implementation services. The team Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services. Qualifications Required: * Degree in a Computer Science and Engineering or equivalent role with relevant experience * 5+ years in a customer/client facing technical role (Pre/Post Sales, Sales Engineering, Consulting, Solutions Architecture, Service Delivery, etc.) with a strong knowledge of various network architectures, virtualization, Cloud, Unified Communications, and mobility solutions * 3+ years of pre-sale experience developing managed IT and/or managed UC services solutions. * 3+ years of Avaya Engineering experience * 2+ years of experience in either Talkdesk, Cisco, Five9, Genesys, NICE or AWS * Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. * Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve. * Must be able to obtain and maintain public trust clearance for this role Preferred: * Current and valid industry certifications on technology partners, processes in one or more of the following preferred: UC and/or Contact Center (AVAYA, Cisco, Genesys, etc.), Network (Cisco, Juniper, Extreme, etc.), or ITIL * Experience leading and/or managing teams * Experience running support teams and/or operations * Strong experience with Unified Communications and UC Managed Services Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. 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