CCaaS Organizational Change Management Consultant and Practice Leader

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Genesys is seeking a Organizational Change Management Consultant and Practice Leader that will work collaboratively with staff resources to projects as needed in each phase, with experience implementing system migrations and technical architects, trainers, business analysts. The Consultant will drive agendas and attend project, sponsor and change management meetings. The Consultant develops a custom strategy including, but not limited to, approaches to discovery, planning, feedback, and measures or Key Performance Indicators (KPI) to ensure seamless implementation along with the identification of challenges and preparation of responses to better adapt and respond with a focus on driving adoption of new technologies.

In this role, you will:

· Work directly with VP+ level customer leadership on setting vision, action, innovation, and celebration for capitalizing on technology investments

· Work closely with project management and agile delivery teams to weave in the OCM plans with the overarching delivery methodology structures and execution

· Grow our Organizational Change Management (OCM) practice, including scoping, planning, and delivering a wide variety of technology solutions for our customers

· Drive overall growth of practice area through a combination of business development, talent management, and building tools and templates for delivery

· Participate in industry forums, events, and speaking engagements, and provide internal training on OCM concepts

· Work internally with account, geo, and corporate teams to increase capabilities of CX Advisory and Transformation to build and enable best practices for sales support and service delivery of enterprise engagements

· Bring an expert point of view and industry best practices to strategic VP+ level customer conversations to drive business development and secure transformational, team-based engagements

· Identify opportunities for growth and maturity of the OCM practice, including capability development, service line introduction, go-to-market plans, account development, and technology innovation

· Develop career pathways for the OCM space, including recruiting, onboarding, and developing specialized talent for the company

On the delivery front, you can easily:

· Prepare and define a structured methodical approach: define success, impacts and approach.

· Manage change: plan and act, track performance, adapt actions.

· Develop and implement change management strategies and plans that maximize employee adoption and usage while minimizing resistance.

· Assess the change impact by conducting impact assessments, assess change readiness and identify stakeholders.

· Perform readiness assessments, develop and deploy resistance strategies, including conducting change agent workshops.

· Develop and/or review communication plans that reinforce change.

· Sustain outcomes: review performance, activate sustainment, transfer ownership.

· Participate in project activities where current processes are reviewed to ensure an understanding of current processes, procedures, policies and MOUs.

· Lead adoption discussions to identify and drive solutions for process and knowledge gaps between the as-is and to-be states.

· Collaborate to anticipate, prepare, and implement a change management plan, including communications, training, resistance management, etc.

· Develop and implement sponsor and stakeholder analysis plans.

· Define and communicate roles and responsibilities.

· Ensure end-users understand the changes introduced by the new application/initiative, the benefits of those changes, and the processes that affect them.

You have:

· Exceptional communication skills, both written and verbal.

· Excellent active listening skills

· Excellent data analytics and presentation skills

· Ability to establish and maintain strong relationships.

· Flexible and adaptable, able to work in ambiguous situations.

· Resilient and tenacious with a propensity to persevere.

· Must be a team player and able to work collaboratively with and through others.

· 5+ years of experience in Organizational Change Management services

· PROSCI certification, or any Organizational Change Management certification is a plus

· 1+ years of experience working with changes that include represented employees

· Experience leading a minimum of 5 change management projects for an enterprise-wide cloud migrations. And/or digital transformations.

· Experience leading a minimum of 5 change management projects for an enterprise-w