Professional Services Consulting Manager

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr Delivery Manager, NA Digital & AI Team, Professional Services

Location: US (Virtual Office)

Reports to: Nicholas Smith, Sr. Manager - NA Digital & AI

Position Description

To fill this role, we seek a high energy and experienced technical leader inspired to be part of a high performing and fast-growing services cloud business. The successful candidate in the role of a Sr. Manager of Professional Services will be responsible for leading and managing the day-to-day operations and technical oversight of a team of Professional Services consultants providing consulting and implementation services in the field of digital channel implementations and Genesys AI offerings, across multiple Genesys platforms: Genesys Cloud, Genesys Engage and PureConnect. This role is a results-driven position; driving growth in a diverse Professional Services organization, supporting timely and quality services delivery and accountable for Services Revenue, Services Gross Profit, and Customer Satisfaction. The successful candidate will be responsible for recruiting, developing and retaining talent and must integrate well in a team culture and will directly engage with members of the sales team, leaders in other departments, leaders of business units in other geographies, as well as with customers, and prospects.

Key Responsibilities:

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

• Manage a team of Professional Services consultants in NA focused on delivering Digital Channel implementations and Genesys AI consulting and implementation services to Genesys customers and partners for Genesys Cloud, Genesys Engage and PureConnect platforms.
• Participate in and support presales efforts, leading Digital interactions with customers and sales.
• Lead technical discussions with customers during both presales and project delivery. Help scope and provide effort estimates for projects.
• Provide technical mentoring for other members of the team.
• Be capable of leading and performing at an individual contributor level when dealing with project, product and customer escalations as warranted.
• Ensuring appropriate staffing levels are maintained and the team receives continued training and development.
• Driving Team's Operational Excellence, adherence to PS Methodology and Best Practices
• Oversee the team quote to deal process with prospect interactions, estimation delegation, backlog and quote/Statement of Work reviews
• Provide leadership in all areas including discovery, estimating, delivery, and support.
• Structure the team for optimal billable opportunity and attainment of utilization goals
• Foster enthusiasm and creativity within the team to identify new areas of technical innovation, new opportunities for improving team's efficiency and reusable solutions for the marketplace
• Evangelize service capabilities and offerings to drive new business opportunities
• Monitor team performance, customer feedback, and customer satisfaction relative to our teams' interaction with customer base.
• Serve as a point of contact for customer satisfaction and issue resolution related to Services engagements. Manage internal and customer escalations as appropriate
• Maintain strong technical understanding and proficiency in Genesys Product and Solution Portfolio and related technologies
• Building and maintaining relationships with Product Management and Product Development organizations to drive best practices and key learnings to the team.
• Develop and maintain relationships with our key vendors and partners.
• Provide oversight and management direction and mentoring on key customer deals.
• Providing leadership to support the teams in troubleshooting and resolution for complex implementation issues within the project plan and strategy;
• Ability to prioritize issues effectively and meet customer commitments and tight deadlines when required
• Ability to consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements
• Ability to multitask to support multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, or related field
• At least 8 years of industry experience with 5+ years' experience of hands on management experience in Professional Services delivering complex digital solutions in a team leading role;
• Strong leadership and team management ability. Demonstrated ability to lead and develop a geographically dispersed team.
• Practical experience with various bot technologies from leading conversational AI vendors like: Google (Dialogflow), Amazon (Lex), IBM (Watson), Omelia, Microsoft (LUIS), Nuance (Nina) is a plus
• Practical experience as a full-stack or web developer is a plus
• Familiarity with Contact Center operations and the Professional Services delivery models
• Good working knowledge of the Genesys products and solutions across multiple Product Lines: Genesys Cloud (preferred), Genesys Engage, PureConnect
• Demonstrated experience in translating customer business requirements into practical solutions at scale;
• Ability to maintain excellent colleague and client relationships, coupled with ability to effectively gather information from key stakeholders to define solutions;
• Good verbal/written communication, presentation and interpersonal skills. Demonstrated ability to interact with clients and present to business and technical audiences;
• Quick problem solving and decision making.
• Good working experience delivering projects using Agile methodology
• Ability to travel as necessary to support business.

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 Serviceso organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud, an all-in-one solution and theworld's leading public cloud contact center platform,designed for rapid innovation, scalability and flexibility. Visit.

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.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of 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.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.