Senior Delivery Manager - Conversational Technologies

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.

Location: Remote, North America

Role Summary:

Senior Delivery Managers in Professional Services at Genesys are responsible for leading and managing the day-to-day operations and technical oversight for a team of consultants providing design and implementation services to our customers. This Delivery Manager will be aligned to the field of Conversational technologies. To be successful you must demonstrate experience in most of the following areas (as it relates to delivering complex solutions):

Speech Technology Consulting Services -

• Natural Language Understanding

• Speech Recoginition

• Virtual Assistants and Chat Bots

• Industry technologies incorporating speech and language recoginition: Google (Dialogflow), Amazon (Lex), IBM (Watson), Omelia, Microsoft (LUIS), Nuance (Mix), etc.

Coversational Systems Architecture -

• User Interface

• Artificial Intelligence (AI)

• Conversational Design

• Analytics

This 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. A key aspect will be to take a leadership participation role with our client customers to ensure the success project delivery.

Key Responsibilities:

• Manage a team of Professional Services consultants in NA focused on delivering Conversational AI consulting and implementation services to Genesys customers and partners for the Genesys Cloud CX platform.

• Participate in and support presales efforts, leading SS&AI interactions with customers and sales.

• Engage with client leadership, and Genesys project team as the delivery stakeholder ensuring customer project success.

• Lead technical discussions with customers during both presales and project delivery.  Help scope and provide effort estimates for projects.

• Be capable of leading and performing at an individual contributor level when dealing with project, product and customer escalations as warranted.

• Ensure appropriate staffing levels are maintained and the team receives continued training and development.

• Oversee the team quote to deal process with prospect interactions, estimation delegation, backlog and quote/Statement of Work reviews.

• 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, new technologies and offerings, particularly in the area of AI, Generative AI, Voice and Chat bots, to drive new business opportunities.

• Serve as a point of contact for customer satisfaction and issue resolution related to Services engagements. Manage internal and customer escalations as appropriate.

Additional Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or related field

• At least 5 plus years of industry experience witth experience of hands-on management experience in Professional Services delivering complex IVR and bot solutions in a team leading role;

• Demonstrated ability to lead and develop a geographically dispersed team.

• Highly proficient in Contact Center Software and Business Operati