Senior Delivery Manager

4 weeks ago

Boise, Idaho, United States Genesys Cloud Services, Inc. Full time

Role Summary:

As a Senior Delivery Manager at Genesys Cloud Services, Inc., you will lead and manage the day-to-day operations and technical oversight for a team of consultants providing design and software implementation services to our customers. This role is aligned to the field of Conversational technologies. To be successful, you must demonstrate technical and operational experience in most of the following areas:

  • Speech Technology Consulting Services - Natural Language Understanding, Speech Recognition, Virtual Assistants and Chat Bots, Industry technologies incorporating speech and language recognition: Google (Dialogflow), Amazon (Lex), IBM (Watson), Omelia, Microsoft (LUIS), Nuance (Mix), etc.
  • Conversational Systems Engineering and 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.
  • Evangelize service capabilities, new technologies and offerings, particularly in AI, Generative AI, Voice, and Chat bots, to drive new business opportunities.

Qualifications:

  • 7-10 plus years of contact center technology expertise and team leadership experience in Professional Services delivering complex IVR and bot solutions.
  • Hands on experience in engineering complex applications leveraging APIs, JSON and/or JavaScript. Examples of work we're looking for include bot development.
  • Demonstrated ability to lead and develop software engineering teams.
  • Good working knowledge of the Genesys products and solutions across the Genesys Cloud CX Product Line is a big plus.
  • Working experience delivering projects using Agile methodology.
  • Ability to travel up to 20% (customer need basis).

Benefits:

  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off in addition to 10 paid holidays
  • 401(k) matching program
  • Adoption Assistance
  • Fertility treatments

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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