PS Project Manager - Genesys
نُشرت في :
25-05-2024
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الوصف الوظيفي
Genesys empowers more than 7500 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 AIpowered 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 allinone 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 6000 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.
Job Description
The Professional Services Project Manager for the Middle East (Based in Riyadh) is a vital member of the local team. It requires an outstanding understanding of the clients business establishing key longterm relationships and building inroads into the organization of the account to increase Genesys visibility.
In this role you will be managing the daytoday operations of key customer projects with responsibility for tracking project 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 managing the projects schedule scope budget people risks and issues. You will also manage all the projects financial aspects including forecasting and revenue recognition and you will identify and convert new opportunities.
Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead you will be at the forefront.
Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):
- Provide project management of critical large & complex solution engagements including customer signoff.
- Manage all aspects of the project delivery including project schedule risk management risk mitigation plan scope documentation scheduling resources setting goals and priorities reporting project status tracking and resolving issues and customer acceptance.
- Implement a change management process on engagements.
- Follow standard PS Operational processes and guidelines.
- Ensure engagements are on time and within budget.
- Achieve customer satisfaction goals.
- Maintain close links with other functions in Professional Services and other Company departments especially Sales Customer Success PreSales Marketing Support and Education.
- Maintain quality relationships between our clients strategic partners and/or thirdparty providers.
- Generate incremental service bookings and revenue through direct customer contact.
- Achieve profitability goals by providing highquality innovative solutions and efficient delivery services.
Minimum Requirements:
- 8 years (Or 6 years if Masterss Degree Holder) of relevant Project Management experience in the IT industry ideally in the Contact Centre Telecommunication and/or CRM projects.
- Proven IT Project Management experience including budgeting of complex solutions.
- Bachelors or Higher University degree in Engineering Management or equivalent.
- Good understanding of the Contact Centre Technology Stack and UseCases.
- Has an understanding of computer architecture open systems products (hardware and software) project management instruments and methodologies and customer and Professional Services.
- Ability to take the initiative troubleshoot develop relationships develop a team and solicit/gain support inside and outside of Professional Services.
- Ability to work unsupervised and in a proactive manner.
- Proven ability to work under pressure within a team and on your own.
- Excellent presentation skills.
- Very good verbal and written skills in English. Arabic is a plus.
- Computer literate in the use of MS Office MS Project or similar word processing spreadsheet presentation and project control instruments.
- Willing to travel occasionally throughout the Middle East region as restrictions allow.
Desirable Skills:
- Project Management Certification e.g. Prince2 PMI PMP Scrum Master Agile etc.
- Genesys Professional Certifications or other related Contact Center technology certifications.
- Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level where you can discuss simple solutions.
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 backoffice technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
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. Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you or someone you know may reach out to confidential You can expect a response from someone within 2448 hours. To ensure we set you up with the best reasonable accommodation please provide them the following information: first and last name country of residence the job ID(s) or (titles) of the positions you would like to apply and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for nonaccommodationrelated issues such as following up on an application or submitting a resume may not receive a response.
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 and veteran status and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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