Sr. Technical Delivery Manager - Professional Services

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.

Location: Remote, US

The Senior Delivery Manager, Professional Services is responsible for the technical leadership in delivery and governance of Genesys Cloud projects.   The Delivery Manager will engage in projects to lead delivery and oversee the technical risk and other facets of the project execution.  Coaching and development of the team’s skills and product knowledge will be a critical aspect of the role. The Delivery Manager will also manage the day-to-day operations of PS engagements delivered by their team maintaining high customer satisfaction results. 

Responsibilities / Job Duties

• Provide Technical Leadership and/or in a technical governance capacity for Genesys Cloud projects for high profile projects providing guidance and mentoring to the team members, ensuring mitigation of technical risks on the project, engaging with Products organization and product Support as necessary to alleviate costly escalations.

• Mentor and manage a team of Professional Services Consultants, contract resources, and other matrixed resources.

• Ensures the team’s continuous progression with Genesys Cloud platform education, growth, and enablement

• Drive, evolve, and improve PS Methodology and Best Practices.

• Support the team by acting as point of technical escalation and engaging in troubleshooting and resolution of complex implementation issues within the project plan and strategy.

• Prioritize issues effectively, bubble up potential technical or project risk in projects, and work closely with Project Management and Regional Management teams to mitigate risks.

• Consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements

• Track team efficiency, allocation, assignment, project status and promoting margin health through staffing decisions to aid in project profitability.

• Coordinate project resources, manages sales and client expectations, and leverages project experience throughout the team

• Actively driving client relationships and seeking other opportunities in the account promoting Genesys Cloud delivery capabilities

• Multitask across multiple projects of varying size and technical complexity; focus on the details without losing sight of the bigger picture

Required Qualifications

• Demonstated ability to lead high-performing teams aligning to cloud technical delivery work

• Minimum 3+ years’ experience with designing, building, and deploying complex Genesys Cloud solutions

• Minimum 7+ years’ experience in consulting or professional services experience

• Excellent verbal and written business communication skills, including escalation management and information presentation 

• Knowledge of customer service processes 

• Knowledge of Cloud change control processes 

• Experience with Project/Program management of large, enterprise-wide initiatives

• Ability to manage multiple projects in a fast-paced environment with tight deadlines

• Ability to lead high-performing teams

• Excellent oral and written communication

Practical experience in one or more of the following technology areas is a definite plus:

• Networks and network security concepts (Encryption)

• IP Telephony & Hardware:  Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.) 

• Cisco/Juniper/other network routing and switching devices is an added advantage

• Understanding of business processes and transformation and how they relate to customer experience technology

• Experience with software integration into large and complex environments

• Computer hardware (Server hardware, sto