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.
Summary:
Genesys 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, Genesys 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.
Genesys 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, communicate internally and externally and achieving internal financial goals via project predictability and financial rigor will be paramount.
Key Responsibilities:
- Responsible for project management and ownership of multiple, concurrent small, medium to large-sized, enterprise cloud deployment, or solution engagements
- 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.
- Build and maintain relationships with Genesys account teams, customers, and partners.
- Create and maintain comprehensive project plans, including:
- Genesys-specific project plans
- Integrated plans coordinating client and third-party vendor activities
- Lead weekly project update meetings.
- Complete weekly status reports using Genesys templates.
- Conduct monthly updates with project sponsors and client leadership.
- Monitor and communicate impacts to budget and timeline.
- Manage resource request and project resource scheduling effectively
- Manage project issue register
- Develop risk mitigation strategy
- Identify and resolve project roadblocks.
- Drive growth through Project Change Requests when scope increases.
- Recommend solutions to address emerging business needs.
- Provide performance improvement recommendations based on implementation lessons learned.
- Suggest process updates to optimize project goals.
- Drive project delivery excellence, measured by Genesys Experience Index
- Follow standard Genesys Professional Services Operational process and guidelines.
Required Qualifications
- 6+ years of combined industry experience in Contact Center customer experience technology and solution including at least three (3) years of Project Management experience.
- Master or Bachelor’s degree in Computer Science and/or Project Management Professional certification
- Experience in Agile Project Management, demonstrate agile experience, knowledge of agile methodology and frameworks like Scrum, Kanban, Jira, Trello etc will be preferred.
- Strong team leadership abilities
- Excellent written and verbal communication in English, additional advantage in Thai language
- Technical team collaboration experience
- Strategic problem-solving capabilities
- Project planning, risk mitigation and execution expertise
Additional Details
- Position may require up to 10% travel to customer sites.
To be eligible to apply for this role you must be legally permitted to work in the country advertised.
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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 fairness 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.