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.
#LI-Hybrid
Job Title: Project Manager Professional Services
Department & Team: Prefessional Services LATAM
Reports to: Arturo Roa
Location: Santiago, Chile
TheProfessional Services Project Managerwill represent Genesys with authority to the customer, as the leader of the delivery project team and owner of the project, manages the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. 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 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 approach to lead the project to success. Achieving internal financial goals via project predictability and financial rigor will be paramount. Additionally, the PM will look to expand our services footprint through strategic and collaborative partnerships with sales, the project team, and the customer, increasing Genesys visibility. Project Managers may also lead internal projects for organizational efficiencies and improvement, as well as leading pre-sales efforts around large opportunities. Responsible for all Genesys personnel including subcontractors working on the project. Manages all financial aspects of the projects including forecasting, billing process and revenue recognition.
At the same time, Project Manager could work as a Scrum Master roll in cases where an Agile model is required and delivery is based in a scrum approach, being responsible for creating and onboarding project teams, integrating them into the organization and providing a clear vision of the product / project. As Scrum Master also facilitates communication and information exchange between external groups and the project team. They also monitor project progress, provide timely feedback, and drive a culture of agility and learning, keeping the team organized and on track by hosting daily stand-up meetings, sprint planning meetings, sprint reviews, etc. The position helps the product owner refine and maintain the backlog by using information gathered from standup meetings. They schedule review meetings and prioritize work on user stories.
Project Manager plays an important role in the generation, sell, and promotions of new services into the accounts assigned; therefore, in many cases will be required to present Scope of Work of new proposals and pursuit the selling of more and/or new professional services.
Key Responsibilities:
- Responsible for project management and ownership of multiple, concurrent medium- to large-sized, complex Genesys practice or solution engagements, adhering to and improving the Genesys approach.
- Provide leadership to the organization by mentoring junior team members, encouraging individual development, contributing to intellectual capital, and sharing best practices.
- 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, developing a risk mitigation plan, 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.
- Follow standard PS Operational process and guidelines.
- Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
- Maintain quality relationships between our clients, strategic partners, and/or third-party providers.
- Generate incremental license and services revenue through direct customer contact.
- Act as primary interface with customer to manage customer expectations, develop risk mitigation strategy, resolve issues, and communicate internally and externally to IT organizations.
- Act as point of escalation to resolve large, complex, high-risk engagements.
- Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
- Identify additional sales opportunities resulting from engagement work (Licenses & Services)
- Sell of service is a big wish, upselling and cross selling new services through the generation of technical solutions and / or identifying new ways to position our Professional services Team.
- Develop and propose new opportunities of services, documenting statement of work & proposal for quotation for these new opportunities.
Minimum Requirements:
- 3+ years of combined industry experience in Call Center technology, including 2 years of Project Management experience. (Proven IT Project Management experience).
- Technical background in a Professional Services function that includes software solutions, hardware, OS and PBX knowledge.
- Understands project management tools and methodologies, customer and Professional Services.
- Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
- Fluent English and Spanish (verbal and written communication). Able to manage all the project in English.
- Ability to work unsupervised and in a proactive manner.
- Good verbal and writing skills; ability to make presentations to technical and business personnel; ability to do knowledge transfer.
- Excellent presentation skills.
- Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation, and project control tools.
- Bachelor’s degree in computer science or related studies; Master’s degree preferred.
- Exposure to Genesys technical solutions will be a differentiator. Will have had exposure to the Genesys product suite to a level that you can discuss simple solutions.
Desirable Skills:
- PMI certification desired. & Agile certification and proven experience.
- Budgeting of complex solutions.
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.
