Genesys Service Delivery Project Manager

TELUS Digital is a global arm of TELUS Corporation, specializing in customer experience innovation. They are seeking a Genesys Delivery Lead to oversee the successful delivery of Genesys solutions projects, ensuring high-quality standards and customer satisfaction.

Responsibilities:

• Lead the end-to-end delivery of Genesys contact center solutions, including planning, design, implementation, testing, and deployment
• Develop detailed delivery plans, including timelines, budgets, resource allocation, and risk management strategies
• Collaborate closely with clients to understand their business needs and ensure the solutions delivered meet their requirements
• Coordinate with cross-functional teams, including sales, development, and support to ensure seamless project execution
• Monitor project progress and performance using appropriate tools and techniques, ensuring adherence to delivery timelines and quality standards
• Manage project scope and change control processes, ensuring that changes are documented, communicated, and approved
• Identify and mitigate delivery risks and issues, developing contingency plans as needed
• Provide leadership and guidance to project teams, fostering a culture of excellence and collaboration
• Conduct regular status meetings with clients and internal teams, providing updates and addressing any concerns
• Prepare and present detailed delivery reports to senior management, including performance metrics and outcomes

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field; relevant certifications (PMP, PRINCE2) are highly desirable
• Extensive experience in delivering Genesys contact center solutions, including PureEngage, PureConnect, and Cloud platforms
• Proven experience in leading complex projects with multi-function teams in a high-tech environment
• Strong understanding of contact center operations and best practices
• Excellent project management skills, including planning, budgeting, resource allocation, and risk management
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Strong problem-solving abilities and the capacity to handle complex technical challenges
• Proficiency in project management software such as Microsoft Project, JIRA, or similar tools
• Experience with Agile/Scrum methodologies
• Knowledge of cloud platforms such as AWS, Microsoft Azure, or Google Cloud
• Familiarity with CRM systems and their integration with contact center solutions
• Strong analytical and organizational skills, with meticulous attention to detail