Principal Project Manager, Commercial Delivery

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

The Professional Services 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

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.

Benefits:

• 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:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 andveteran status, and other protected characteristics.

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