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Professional Services
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200000XH Requisition #

The Professional Services Project Manager ​​​​​manages the day-to-day operations of customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to resolve issues. Understands the client's business very well and establishes inroads into the organization of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub-contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.

 

Key Responsibilities:

The primary responsibilities for this role include (but are not limited to): 

  • Provide project management of multiple, concurrent Genesys solution engagements, ranging from a value of Services from €5k upwards to projects with total value in excess of €500k, including customer sign off.
  • 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.

 

Minimum Requirements:

  • University degree in Engineering, Economics, Management or equivalent.
  • 3+ years relevant experience in the IT industry preferable in the Contact Centre, Telecommunication and/or CRM market.
  • Proven IT Project Management experience (including budgeting) of complex solutions.
  • 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.

 

Desirable Skills:

  • Full understanding of Contact Centre Market.
  • Certified Genesys Engineer 7.x +.
  • 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.
  • Project Management Certification, e.g. PMI
  • Ability to take 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 proactive.
  • 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.
  • Excellent presentation skills.
  • Proven ability to work under pressure within a team and in isolation.
  • Excellent English language skills (verbal and written) required.
  • Willing to travel extensively through France & EMEA.

 

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AW1

 

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