Personnel Profiles

 

The Genesys Professional Services organization is a carefully assembled group made up of professional staff from diverse industry backgrounds. We ensure the proper mix of experience on the team by balancing call center management and operations experience, Genesys specific technology mastery, and project management expertise.

Our practice brings together professionals who work across three core disciplines: Business Consulting, Technical Consulting, and Project Management.

Business Analyst

The Genesys Business Analyst (BA) is the owner of the business requirements and the client's representative on the engagement team. The BA fills a crucial role in assisting the client with facilitation of requirement gathering and validation sessions, the communication and prioritization of business requirements, demonstration of Genesys' full understanding of the business needs and setting the stage for the delivery of a technical solution tailored specifically to the client's needs.

The BA is engaged from the start of the engagement through the end of the requirements and technical analysis. The BA works in tandem with the Architect during this first phase of the engagement. Reporting to the project PM, the BA is responsible for the content of the final Business Requirements Grid that details the client's specific business requirements that are to be met with the solution. Additionally, any new, previously undiscovered requirements that may be identified during this phase are prioritized based on business need and are given an estimated scope of effort. Working with the core Genesys and client team, through clear communications and a solid process, the client can decide at the beginning of the project which features are most crucial to the business and decide the order of implementation. This process enables the BA to assist the client with balancing priorities to meet short and long range objectives to meet or exceed the business goals that justified the expense of the Genesys purchase.

BA's have an average 10-15 years of business analysis, training, consulting or end user experience in customer service operations, CRM technologies, work flow processes and management. Many in our ranks have come out of contact center or specific vertical market management roles, contact center consultancies and system integrators and have worked for multiple companies. This mix of experience contributes to a well balanced team of professionals that can help a client meet their goals and optimize the features of the purchased solution.

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Business Consultant

The Genesys Business Consultant (BC) plays a critical role in helping new and existing clients understand how to apply Genesys solutions to their contact center business challenges. Business Consultants use a tried and tested methodology to thoroughly understand a client's current and ideal state, identify and quantify gaps, map solutions to fill gaps, and build compelling business cases to support investments as required.

Ideally, the BC is engaged very early on in a client's decision making process. BC's can assist the client with short and long range planning, validating contact center strategies, and preparing roadmaps to help client's reach their ultimate business goals.

BC's have on average 12-16 years of contact center experience in contact center operations, technology, processes and management. Many in our ranks have come out of contact center management roles, contact center consultancies and have worked for numerous contact center vendors. This mix of experience provides a well balanced team of professionals that can help a client align strategy, people, process and technology in a way to achieve optimal business benefit.

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Project Manager

The Genesys Project Manager (PM) is key to the success of a Genesys based business solution. The PM will be the main point of contact for all matters relating to the Professional Services engagement, and is responsible for enforcing the Genesys implementation methodology by all members of the team.

The PM has responsibility for planning and managing the project from beginning to end, and will set up appropriate communication mechanisms to ensure that the client is always fully informed of progress, risks, budgetary considerations and any other matters related to the quality and success of the project.

A Genesys PM is an industry professional, trained in project management methodology and techniques, having a sound knowledge of Genesys solutions. He will be an excellent facilitator, trained in the Genesys best practice methodology developed over years of experience.

Employing a Genesys PM will: provide a single point of contact through the life of the project; minimise the chance of project creep and timescale slippage; ensure that the client is kept informed at all times; make sure that the solution is installed to Genesys approved implementation standards.

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Report Designer

Real time and historic reporting of statistics and related data is an essential part of the efficient running of a communications contact centre or enterprise based department. A Genesys Report Designer specialises in the designing the reports required by client management showing the efficiency or cost effectiveness of that part of the operation which is using a Genesys software solution. The reports required may be: “standard” as supplied with the Genesys statistical reporting software; modified versions of these reports or completely tailor made reports using data from Genesys statistics gathering processes plus commercial data coming from within the client enterprise.

A Genesys Report Designer will have had in-depth technical training in the Genesys software which accumulates statistics and produces reports, but will also have the ability to relate the available technology to the reporting needs of the business. He will recommend reports to be produced meet the client's needs, and will design the means to produce the reports and screen displays required, maintenance of historic files and the considerations in running and maintaining the system.

As result of employing a Genesys Report Designer, a client can be assured that the resulting reporting system: will be designed to Genesys approved standards; will produce reports appropriate to the needs of the business and will run as efficiently as possible in producing the results required.

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Solution Architect

The Genesys Solution Architect performs the vital role of designing the client solution based on the requirements gleaned and documented by the project team. The design work will include but will not be limited to: specifying the infrastructure and hardware required to support the Genesys solution; specifying the Genesys software modules to be used and their inter-relationships and placement on the recommended hardware platforms; configuration of products and development work required to meet requirements.

The Solution Architect will be an integral member of the implementation team, assisting both the Project Manager in putting together work packages and schedules and assisting technical consultants in ensuring the correct solution is installed and properly tested.

The client can be assured that the involvement of the Genesys Solution Architect will result in the most efficient and cost effective use of the Genesys products providing the finished system. The technical solution provided will meet the business and technical requirements agreed by the Genesys and client project teams.

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Technical Consultant

The Genesys Technical Consultant will be responsible for installing, configuring and testing those elements of the design solution specified. He will appropriately document the solution provided and transfer knowledge of the solution to those client personnel responsible for using and maintaining the system. Whilst undertaking the implementation work, he will work with other Genesys team members in resolving any Genesys related technical product issues which may arise.

The Technical Consultant is a highly qualified technician trained and certified in the Genesys products he will be involved in implementing as part of the overall client solution design. He will have had prior experience in installing, configuring and testing the products concerned.

The client can be assured that the implementation work is being undertaken by a Genesys trained and certified professional. This minimises the risks of project overrun caused by lack of knowledge or inexperience in the product solution, and ensures that the solution is delivered as specified in the solution design.

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Technical Developer

A Genesys Technical Developer is a Genesys trained technician who specialises in the development of tailor-made solutions to meet the requirements of a Genesys solution design.

The Technical Designer is a highly qualified technician trained in the use of appropriate software development languages in line with the client work to be undertaken. This could involve industry standard languages, the Genesys Software Development Kits or the various most popular CRM software package interfaces available in the Genesys product portfolio. He will be responsible for the detailed design, development, testing and documentation of the solution besides transferring operational and technical knowledge of the system to the client.

The client can feel assured that the development solution has been designed and executed by an industry professional to Genesys approved standards. The Developer will have both full Genesys training and relevant experience of the development languages and software to be employed. This will result in a solution fully meeting the specified client requirements, without rework and project overrun issues.

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