Senior CCaaS Operations Strategist

Genesys empowers more than 8,000 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.

Job Summary: We seek a highly experienced Senior Contact Center Operations Strategist to join our CX Advisory & Transformation group, serving customers across North America. The ideal candidate will have over 15 years of hands-on experience in contact center operations, with a proven track record of managing and improving top KPIs, creating effective strategies to optimize operations, and aligning the appropriate technology to enhance performance.

This role demands a strong executive presence, exceptional numerical and reporting skills, and the ability to communicate effectively with C-level executives and decision-makers. The candidate will mentor and coach other consultants to deliver data-driven recommendations that drive change and improvements through data-driven insights and articulate Genesys Cloud technology recommendations.

Key Responsibilities:

Contact Center Operations Advisory:

• Perform as a strategic adviser for contact center operations leaders, focusing on improving core KPIs that drive business value using Genesys Cloud technology
• Develop and implement strategies to improve key metrics and overall performance, aligning appropriate technologies and processes to enhance contact center operations.

Executive Communication and Presentation:

• Demonstrate strong executive presence and the ability to communicate with top-tier level executives (ie. VP, EVP, C-level) and decision-makers.
• Prepare and present detailed reports on contact center performance and improvement strategies.
• Understand and articulate the main drivers for contact center success applicable to their industry and their current maturity

Build a Data-Driven Operations Improvement Practice:

• Work with a consultative mindset to prepare and deliver projects to improve our customer’s contact center operations.
• Supervise and effectively mentor a team to implement changes, recommendations, and insights.
• Collaborate with other members of Genesys (CSMs, TAMs, Sales, SEDs, etc) to achieve project goals.
• Drive and execute joint plans to ensure customer satisfaction and operational excellence. Our key objectives are to help our customers realize value and drive the adoption of Genesys technology.

Technology Alignment and Use Cases:

• Articulate and recommend Genesys Cloud technology to support strategic initiatives.
• Build and present use cases to help customers understand the path to resolution and technology benefits.

Cross-Functional Collaboration:

• Collaborate with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales teams to align on customer success.
• Drive and execute joint plans to ensure customer satisfaction and operational excellence.

Qualifications:

• Over 15 years of experience in contact center operations, focusing on managing and improving contact center KPIs.
• Strong understanding of new contact center technologies, including AI, and the application to optimize operations
• Have a wide range of experiences with inbound, outbound, workforce management, IVR/Bot, reporting, etc.
• Exceptional numerical and reporting skills, with the ability to analyze data and present actionable insights.
• Proven ability to communicate effectively with C-level/EVP executives and decision-makers.
• Experience in coaching and mentoring teams to drive performance improvements.
• Demonstrated consultative mindset with a track record of successful transformation project delivery.
• Strong collaboration skills with the ability to work effectively across functions and teams.

Desired Skills:

• Expertise in enterprise-level Contact Center operations
• Proficiency in contact center reporting and analytics tools.
• Strong understanding of the contact center industry and emerging trends.
• Excellent leadership and team management abilities.
• Strategic thinker with strong problem-solving skills.
• Ability to handle multiple projects simultaneously and meet deadlines.

#LI-REMOTE

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:

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 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 and veteran status, and other protected characteristics.

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