Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Description - External
Title: Senior Project Manager
Locations: United States – Remote
Summary:
The Professional Services Senior Project Manager will represent Genesys with authority to the customer, as the leader of the delivery project team and owner of the project. Acting with autonomy and accountability, the Project Manager will ensure that the project potential is realized, and that the customer is delighted, while adhering to the project defined triple constraints of cost, scope, and time, inclusive of change requests.
The Project Manager must clearly understand the project objectives, along with the business requirements, and act as the primary interface with the customers to set the agenda, manage customer expectations, develop and implement a risk mitigation strategy, proactively resolve issues, negotiate appropriately, and communicate internally and externally, utilizing the Genesys methodology to lead the project to success. Achieving internal financial goals via project predictability and financial rigor will be paramount. Additionally, the Project Manager will look to expand our services footprint through strategic and collaborative partnerships with sales, the project team, and the customer.
Project Management is a key role within Genesys Professional Services and requires not only defined skills and experiences, but also the right attitude. The Project Manager must provide authoritative leadership to the entire project team, taking ownership and responsibility of the project and outcomes. The Project Manager must also build strong and positive relationships with the key stakeholders, exhibiting high Emotional Intelligence and becoming their Trusted Advisor.
Preferred candidate will bring to the table:
• Contact center experience
• Large enterprise cloud deployments
• Demonstrable agile experience (Delivered in Agile)
• Managing project financials - preferred
• Experience managing multiple customers and projects simultaneously - preferred
Responsibilities / Job Duties:
In this role the primary responsibilities include (but are not limited to):
- Responsible for project management and ownership of multiple, concurrent small- to medium-sized or large-sized Genesys practice or solution engagements, adhering to the Genesys methodology
- Proactively and predictively manage the project(s) including developing work plan, scheduling resources, setting goals and priorities, ensuring deliverables are met, reporting project status, tracking and resolving issues, and customer acceptance
- Full ownership of the financial variables within the project; lead the project to completion within the originally defined budget with consistent and recurrent financial status and projections both internally and externally
- Implement change management process on engagement
- Be content knowledgeable with specific experience in one or more Genesys practice or solution areas
- Follow standard Professional Services Operational process and guidelines
- Ensure engagements are on-time and on-budget
- Identify additional sales opportunities resulting from engagement work
- May act as engagement manager on a project
Key Accountabilities:
- Achieve profitability goals by providing high quality and efficient delivery services
- Work with assigned team to help forecast and achieve delivered revenue objectives on a quarterly basis
- Achieve customer satisfaction goals – internal and external
- Contribute to greater good of organization
Required Qualifications:
- Bachelor’s Degree in Business or relevant course of study, required
- 8+ years of combined industry experience in Call Center technology, including 5 years of Project Management experience.
- Strong technical background in a Professional Services function that includes software solutions, hardware, Operating Systems and Private Branch Exchange knowledge.
- Good verbal and writing skills; ability to make presentations to business and technical personnel; ability to do Knowledge transfer
- Ability to work on multiple projects in a fast-paced environment
- Project Management Professional certification a plus
- Must have experience deploying cloud-based contact centers or other large enterprise SaaS products
- Must be familiar with concepts of agile
- Must have experience managing project P&L’s
- Travel 25% - 50% - Post COVID
#LI-Remote
#LI-BL1
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$113,050.00 - $221,850.00Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of 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.
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.
Genesys is an equal opportunity employer committed to equity 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.
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