IT Director - Customer & Partner Digital Experience

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.

Genesys is looking for a highly driven IT Director - Customer & Partner Digital Experience. This is a unique position that requires deep Partners business expertise coupled with the ability to solve problems creatively and effectively. In this role, you will partner across the organizations to analyze current state needs and challenges, identify improvement and automation opportunities, digital applications ecosystem, transformation, develop a backlog of user requirements, propose business and system architectures best practices, initiate proof of concept efforts for specific capabilities, and work with our Product Owners, BSAs, Architects, Development team to enable both custom and off-the-shelf products..
 

Key Responsibilities:

• Lead and coach direct reports (IT professionals including Product Owners, Business Systems Analysts, Scrum Masters,  Developers, etc.) for success, develop for growth, raise the bar on performance, and improve diverse representation on the team. Appropriately manage team priorities and workload across new releases/implementations, on-going support and ad hoc initiatives. Note - administrative responsibilities and span of control may grow as the organization scales
• Provide functional and technical expertise in identifying, evaluating, and implementing processes and procedures to help solve complex business problems 
• Perform detailed analysis of complex business process requirements and provide appropriate system solutions; identify, interpret, validate, and document requirements.
• Participate in and lead global Partners, Appfoundry, Partner Portal, Deal Registration projects including defining scope, documenting business requirements, gaining consensus, communication of progress, and coordination of testing
• Lead the Digital as a Service mindset working with TechStack applications like Zift, AWS marketplace, Salesforce.com (Experience Cloud, Portals), ServiceNow, Zuora, Workday
• Work directly with business teams across regions in delivering projects and support activities.
• Collaborate and coordinate with other IT teams to deliver projects on time, following the SDLC process, and without compromising quality
• Manages the hiring, staffing and maintenance of a diverse and effective workforce. Responsible for career development/planning, performance and pay discussions of team members
• Communicate and translate company vision/strategy to staff, execute on functional and business goals for the group, address problems across functional areas of the business
• Growth Advocate for business development and Change Management Champion
• Promote cross-functional collaboration, teamwork, and information sharing to ensure stable, scalable solutions and optimal customer satisfaction.
• Drive continuous improvements of business processes and service offerings based on user experiences with outcomes aligned to automation and future GenAI capabilities
• Ensure adherence to ITGC process in both development and support activities.

Requirements:

• 12+ years of experience in Product Owner, processes and concepts in rolling out Partner Relationship Management (PRM)at Scale.
• Knowledgeable in Partner Tools, Tech Stack, Deal Registration, AppFoundry platforms etc. and to integrate various Marketing, Sales, Customer Portal, CRM systems to the ERP system.
• Experience owning/driving roadmap strategy definition, feature delivery and tradeoffs of a product team
• Experience owning technology products: Salesforce, Zift, ServiceNow, Customer/Partner Portals, Data Analytics & Reporting (Tableau)
• Drive the adoption of Partner Management best practices and standards across the organization, including content creation, content updates, and overall lifecycle management.
• Ability to solve highly complex problems by working with cross-functional team