Senior Professional Services Manager - Genesys Cloud 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.

Title: Delivery Manager Professional Services (PS)  

Location: Remote 

Summary: 

The Delivery Manager, Professional Services, is responsible for the technical leadership in delivery and governance of Genesys Cloud projects. In this role you will engage in projects to lead delivery and oversee the technical risk and other facets of the project execution.  Coaching and development of the team’s skills and product knowledge will be a critical aspect of the role. You will also manage the day-to-day operations of PS engagements delivered by their team maintaining high customer satisfaction results.  

Responsibilities / Job Duties:

• Technical Leadership and technical governance for highly complex and visible Genesys Cloud projects all while providing guidance and mentoring to the team members, ensuring mitigation of technical risks on the project, engaging with Products organization and support as necessary to alleviate costly escalations and maintain a 40-50% billable utilization goal. 

• Mentor and manage a team of Professional Services Consultants, contract resources, and other matrixed resources. 

• Ensure the team’s continuous progression with Genesys Cloud platform education, growth, and enablement 

• Drive, evolve, and improve PS Methodology and Best Practices. 

• Support the team by acting as point of technical escalation and engaging in troubleshooting and resolution of complex implementation issues within the project plan and strategy. 

• Prioritize issues effectively, bubble up potential technical or project risk in projects, and work closely with Project Management and Regional Management teams to mitigate risks. 

• Consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements 

• Track team efficiency, allocation, assignment, project status and promoting margin health through staffing decisions to aid in project profitability. 

• Coordinate project resources, manages sales and client expectations, and leverages project experience throughout the team 

• Drive client relationships and seek other opportunities in the account promoting Genesys Cloud delivery capabilities 

• Strong follow-through, ownership & responsibility 

• Multitasking across multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture 

Required Qualifications:

• Bachelor’s degree in Business, Engineering, Computer Science, or related field 

• 3+ years’ experience with designing, building, and deploying complex Genesys Cloud solutions 

• 7+ years’ experience in consulting or professional services experience  

• Excellent verbal and written business communication skills, including escalation management and information presentation  

• Knowledge of Cloud change control processes  

• Experience with Project/Program management of large, enterprise-wide initiatives 

• Ability to lead high-performing teams; personnel management is required.

Practical experience in one or more of the following technology areas:

• Networks and network security concepts (Encryption) 

• IP Telephony & Hardware:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)  

• Cisco/Juniper/other network routing and switching devices is an added advantage 

• Understanding of business processes and transformation and how they relate to customer experience technology 

• Experience with software integration into large and complex environments 

• Computer hardware (Server hardware, storage hardware) 

Special Position Requirements:

• Expected Travel up to 25%. 

#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:

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. 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.