Senior CCaaS Operations Strategist

Genesys empowers more than 8,000 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.

Job Summary: We seek a highly experienced Senior Contact Center Operations Strategist to join our CX Advisory & Transformation group, serving customers across North America. The ideal candidate will have over 15 years of hands-on experience in contact center operations, with a proven track record of managing and improving top KPIs, creating effective strategies to optimize operations, and aligning the appropriate technology to enhance performance.

This role demands a strong executive presence, exceptional numerical and reporting skills, and the ability to communicate effectively with C-level executives and decision-makers. The candidate will mentor and coach other consultants to deliver data-driven recommendations that drive change and improvements through data-driven insights and articulate Genesys Cloud technology recommendations.

Key Responsibilities:

Contact Center Operations Advisory:

• Perform as a strategic adviser for contact center operations leaders, focusing on improving core KPIs that drive business value using Genesys Cloud technology
• Develop and implement strategies to improve key metrics and overall performance, aligning appropriate technologies and processes to enhance contact center operations.

Executive Communication and Presentation:

• Demonstrate strong executive presence and the ability to communicate with top-tier level executives (ie. VP, EVP, C-level) and decision-makers.
• Prepare and present detailed reports on contact center performance and improvement strategies.
• Understand and articulate the main drivers for contact center success applicable to their industry and their current maturity

Build a Data-Driven Operations Improvement Practice:

• Work with a consultative mindset to prepare and deliver projects to improve our customer’s contact center operations.
• Supervise and effectively mentor a team to implement changes, recommendations, and insights.
• Collaborate with other members of Genesys (CSMs, TAMs, Sales, SEDs, etc) to achieve project goals.
• Drive and execute joint plans to ensure customer satisfaction and operational excellence. Our key objectives are to help our customers realize value and drive the adoption of Genesys technology.

Technology Alignment and Use Cases:

• Articulate and recommend Genesys Cloud technology to support strategic initiatives.
• Build and present use cases to help customers understand the path to resolution and technology benefits.

Cross-Functional Collaboration:

• Collaborate with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales teams to align on customer success.
• Drive and execute joint plans to ensure customer satisfaction and operational excellence.

Qualifications:

• Over 15 years of experience in contact center operations, focusing on managing and improving contact center KPIs.
• Strong understanding of new contact center technologies, including AI, and the application to optimize operations
• Have a wide range of experiences with inbound, outbound, workforce management, IVR/Bot, reporting, etc.
• Exceptional numerical and reporting skills, with the ability to analyze data and present actionable insights.
• Proven ability to communicate effectively with C-level/EVP executives and decision-makers.
• Experience in coaching and mentoring teams to drive performance improvements.
• Demonstrated consultative mindset with a track record of successful transformation project delivery.
• Strong collaboration skills with the ability to work effectively across functions and teams.

Desired Skills:

• Expertise in enterprise-level Contact Center operations
• Proficiency in contact center reporting and analytics tools.