Senior Professional Services Manager - Genesys Cloud Delivery

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Title: Delivery Manager Professional Services (PS)  

Location: Remote 

Summary: 

The Delivery Manager, Professional Services, is responsible for the technical leadership in delivery and governance of Genesys Cloud projects. In this role you 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. You will also manage the day-to-day operations of PS engagements delivered by their team maintaining high customer satisfaction results.  

Responsibilities / Job Duties:

• Technical Leadership and technical governance for highly complex and visible Genesys Cloud projects all while providing guidance and mentoring to the team members, ensuring mitigation of technical risks on the project, engaging with Products organization and support as necessary to alleviate costly escalations and maintain a 40-50% billable utilization goal. 

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

• Ensure 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