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The Client Reference Operations team supports compliance, and manages and maintains reference data.  Our mission is to improve the quality of reference data used across the organization. We are driving a culture of quality and continuous improvement toward the best outcome for client experience, our colleagues and Genesys.


Description of Role, Functions and Activities

Client Reference Operations team is a newly created operating unit center of excellence that enables multiple lines of business across Genesys to leverage consistent, high-quality client reference data.  The first priority of this team is to work hand in hand with the Global Direct Sales teams to create a roadmap of the products to determine what references are needed to assist in the sales process.  The team’s responsibilities include setting up, maintaining and off-boarding client reference data, as well as supporting targeted data quality remediation efforts.   

The VP, Customer Engagement is responsible for working with stakeholders to ensure successful implementation of tactical and strategic change efforts.  This will encompass all end to end project management; prioritization, planning and execution of work inclusive of operating model design, test execution, pilot and implementation. The successful candidate must be able to develop relationships with peers across regions, must develop strong relationships with our Customer’s Executive teams, must possess strong analytical skills, and have the ability to prioritize / manage time and a willingness to tackle new and difficult challenges.

The position requires the individual to exercise sound judgment and to observe the highest degree of confidentiality in the handling of information received in the course of discharging responsibilities.

Key Responsibilities and Skills

  • Partner key stakeholders to drive strategy projects including build-out of firm’s new data model and linkages with other reference data platforms, entitlements and additional processes to enhance the quality of party reference data
  • Ensure the teams responsible for remediating and sourcing data have processes and in place
  • Manage multiple strategic program deliverables; drive the delivery of operational processes including the execution of tactical initiatives
  • Prioritize the management of changes for platforms, and collaborate with the stakeholders to execute analysis, document requirements, conduct user acceptance testing, and implement process
  • Provide analysis and support for capacity planning and taxonomy exercises to support strategic operations utility model decisions
  • Provide operating model support including mobilizing key stakeholders, and documenting requirements and sign off. Maintain program plan and milestones

  • 10+ years of Project Management & Business Analysis experience in a combined business, operations and technology environment within the software industry
  • Familiarity/experience with party reference data
  • Flexible individual who can easily and efficiently transition across topics and disciplines. Adept at multi-tasking and meeting deadlines in high-pressure environment
  • Advanced communication skills and the ability to synthesize work products into executive summaries and/or briefs and reports.
  • A proven ability to take the initiative while building partnerships.
  • Experience in tracking and ensuring implementation of lessons learned on a firm-wide basis
  • Strong change management capabilities with experience in both tactical and strategic programs
  • Ability to define and track project deliveries through to implementation.
  • Proactive/self-starter with the ability to deliver value-added support to business partners in a dependable, timely and accurate manner
  • Able to deal with ambiguity and work to high standards of accuracy and efficiency
  • Able to work both independently and as part of a team
  • Strong working knowledge of Microsoft Excel; Word, Visio, PowerPoint, Project and other reporting tools
  • Excellent Time Management Skills and highly result oriented

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.comTwitterFacebookYouTubeLinkedIn, 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.

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