Genesys Service Delivery Project Manager

TELUS
US
Job Description

Job Overview:

We are seeking a highly skilled and experienced Genesys Delivery Lead to oversee the successful delivery of Genesys solutions projects. The ideal candidate will have a profound understanding of Genesys platforms, excellent project management abilities, and a passion for driving customer satisfaction. This role is essential in ensuring projects are delivered on time, within scope, and budget, while meeting high-quality standards.


Key Responsibilities:

  • Lead the end-to-end delivery of Genesys contact center solutions, including planning, design, implementation, testing, and deployment.

  • Develop detailed delivery plans, including timelines, budgets, resource allocation, and risk management strategies.

  • Collaborate closely with clients to understand their business needs and ensure the solutions delivered meet their requirements.

  • Coordinate with cross-functional teams, including sales, development, and support to ensure seamless project execution.

  • Monitor project progress and performance using appropriate tools and techniques, ensuring adherence to delivery timelines and quality standards.

  • Manage project scope and change control processes, ensuring that changes are documented, communicated, and approved.

  • Identify and mitigate delivery risks and issues, developing contingency plans as needed.

  • Provide leadership and guidance to project teams, fostering a culture of excellence and collaboration.

  • Conduct regular status meetings with clients and internal teams, providing updates and addressing any concerns.

  • Prepare and present detailed delivery reports to senior management, including performance metrics and outcomes.


Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; relevant certifications (PMP, PRINCE2) are highly desirable.

  • Extensive experience in delivering Genesys contact center solutions, including PureEngage, PureConnect, and Cloud platforms.

  • Proven experience in leading complex projects with multi-function teams in a high-tech environment.

  • Strong understanding of contact center operations and best practices.

  • Excellent project management skills, including planning, budgeting, resource allocation, and risk management.

  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.

  • Strong problem-solving abilities and the capacity to handle complex technical challenges.

  • Proficiency in project management software such as Microsoft Project, JIRA, or similar tools.


Preferred Skills:

  • Experience with Agile/Scrum methodologies.

  • Knowledge of cloud platforms such as AWS, Microsoft Azure, or Google Cloud.

  • Familiarity with CRM systems and their integration with contact center solutions.

  • Strong analytical and organizational skills, with meticulous attention to detail.