Project Manager, Professional Services

We have an excellent opportunity for a Professional Services Project Engagement Manager based in either Poland or the Czech republic.

You will be responsible for managing the day-to-day operations of regional customer projects and running engagement with responsibility for tracking progress status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. You will be the primary interface with the customer to manage the triple constraints (schedule, scope, budget), to resolve issues and show a good understanding of the technology market we are in. You will all understand the client's business very well and establish inroads into the organisation of the account to increase Genesys visibility. You will have responsibilility for all Genesys personnel incl. sub contractors working or assigned to the projects. In addition, you will manage all financial aspects of the projects including forecasting and revenue recognition.

This role reports into the regional service director

Responsibilities

In this role, the primary responsibilities will include (but not limited to):

•           Provide project management of key Genesys solution engagements

•           Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance

•           Implement change management process on engagements

•           Follow standard PS Operational processes and guidelines

•           Ensure engagements are on time and on budget

•           Achieve customer satisfaction goals

•           Have the ability to fully understand Genesys functionality and solution architectures to actively manage scope control and customer expectation. 

•           Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.

•           Maintain quality relationships between our clients, strategic partners and/or third party providers.

•           Generate incremental license and services revenue through direct customer contact.

•           Achieve profitability goals by providing high-quality and efficient delivery services.

•           Work with assigned teams to help forecast and achieve revenue objectives on a quarterly basis

•           Show a solid interest in the technology behind the solution in order to facilitate dialogues with customer/partner teams.

Qualifications / Skills:

•           University degree in Engineering, Economics, Management or equivalent

•           2+ years relevant experience in the IT industry preferable in the Contact Centre, Telecommunication and/or CRM market (essential).

•           Proven IT Project Management experience (including budgeting) of customer facing solutions

•           Project Management Certification, e.g. Prince2, PMI (recommendable).

•           Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services (essential)

•           Certified Genesys Engineer 7.x + (desirable).

•           Exposure to Genesys technical solutions.  Will have had exposure to the Genesys product suite to a level that the candidate is able to discuss simple solutions (desirable).

Skills:

•           Ability to take the initiative, trouble-shoot, to build relationships, to develop a team, to solicit/gain support inside and outside of Professional Services.

•           Ability to work unsupervised and in a proactive manner.

•           Should be PC computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.

•           Good verbal and writing skills in Local languages and English

•           Excellent presentation skills (same languages)

•           Proven ability to work under pressure both within a team and in isolation.

•           Full understanding of Contact Centre Market.

•           Excellent English language skills (verbal and written) required.

•           Willing to travel on a regular basis throughout Nordics

 About Us:

Genesys^® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-CE1