Senior Professional Services Manager - Genesys Cloud Delivery

Full-time - Mid Level

Remote - North Carolina, NC

5,001-10,000 employees

Publishing Industries

About the position

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

• Technical Leadership and technical governance for highly complex and visible Genesys Cloud projects while providing guidance and mentoring to the team members.
• 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, manage sales and client expectations, and leverage 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.

Requirements

• 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.

Nice-to-haves

• 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)

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