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.
Job Description:
We are seeking a CX Advisory Delivery Manager to lead large-scale, complex programs while providing technical, consulting oversight and strategic guidance to clients. The role is responsible for ensuring successful project execution, stakeholder communication, and risk management.
Key Responsibilities:
- Act as a customer-facing leader, building strong relationships with technical leadership counterparts on the client side.
- Support the Tech Lead and Architect, managing technical risks and ensuring smooth execution.
- Work closely with the CXA Director to align project goals and execution strategies.
- Review and refine delivery schedules and staffing plans, ensuring optimal resource allocation.
- Provide holistic oversight, assistance, and ownership of technical aspects, operational and consultative aspects throughout the project lifecycle.
- Serve as a strategic voice for the customer, partnering with the CS organization
- Represent the CX Advisory in customer-facing meetings alongside the Program Director
- Ensure effective project execution by providing regular updates and feedback to all stakeholders.
- Drive communications between the Customer and CS organization, focusing on customer-first solutions and maximizing business value
- Generate executive summaries and insight reports for executive-level (VP+) stakeholders on the outcomes of the engagements
- Generate internal opportunity reports identifying strategic next steps for additional CXA business
- Support onsite travel as required, ensuring client engagement is successful (remote meetings may not always suffice).
Qualifications:
- Proven experience as a Delivery Manager, Project Manager, or a similar role in contact center consulting.
- Strong background in contact center technologies (IVR, ACD, CRM, workforce management tools, etc.).
- Experience managing high-value projects with technical complexity.
- Excellent leadership, stakeholder management, and problem-solving abilities.
- Strong storytelling/PowerPoint presentation skills
- Strong organizational skills with a focus on resource planning and risk mitigation.
- Willingness to travel onsite as required to ensure client engagement and project success.
- PMP, ITIL, or other relevant certifications are a plus.
- Bachelor’s degree (or equivalent experience) in Business, Management, Finance, or a related field (Master’s degree preferred).
- 8 years of experience in consulting, business strategy, and/or Contact Center operations
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.
