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Customer Care
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2100026U Requisition #

Business Process Consultant (BPC)

Description:

This position is within Genesys’ Customer Success and Services (CSS) Value Management Office (VMO) team; its mission is to aid in executing digital and business transformation strategy. Genesys is leading the charge on Experience as a Service (EaaS) and this is a unique opportunity to be part of this new ‘aaS’ (as a Service) category and helping manage high visibility project initiatives across multiple cross functional business units and leadership stakeholders.  

As a Business Process Consultant, you will be an integral team player supporting business transformation initiatives across multiple business units and cross-functional teams. Your role will include partnering with internal leadership and stakeholders to identify process/business improvement opportunities, map end-to-end processes, utilize agile/SCRUM methodologies to drive business improvement and transformation effort, and act as a project owner/manager when necessary to drive projects/initiatives to completion.

Primary Responsibilities:

  • Partner with internal stakeholders to map business processes, identify improvement opportunities, and support implementing improvements as needed.
  • Support Agile delivery teams, especially during initial backlog creation and on-going backlog grooming sessions; help teams prioritize functionality to maximize customer value
  • Coordinating and handling deployment of assigned projects.
  • Collaborate across cross-functional teams and gain consensus amongst diverse stakeholder groups.
  • Prioritize and drive multiple concurrent projects and set and manage stakeholder expectations.
  • Lead multiple large & strategic projects with complex and/or evolving project requirements.
  • Facilitate and lead project team brainstorming, root cause analysis, or similar problem-solving techniques to assist in resolving issues, architecting solutions, or defining process improvements.
  • Present project/initiative updates and direction to senior leadership for status and decision making.

 

Minimum Qualification:

  • Critical thinking, strong analytical and organizational capabilities with strong multi-tasking skills
  • Strong knowledge on process improvement methodologies and practical application experience working on process improvement, change management, and business transformation project(s)
  • 5+ years of process improvement, agile, or project management experience
  • Bachelor’s degree in Business or Engineering disciplines
  • MS Project and/or Smartsheets knowledge

Nice to haves:

  • Experience with Agile delivery and/or Scrum Master/Product Owner certifications
  • Professional PM training and certification (PMP) or equivalent
  • Experience working with customer success and/or professional services organization(s) #LI-SG1

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity 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.

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