About this role

Hello

Position: Project Manager Genesys Contact Center Solutions

Location : Austin TX

Domain: Contact Center / Telecommunications / Unified Communications

Job Summary

We are seeking an experienced Project Manager with strong expertise in Genesys contact center solutions, telecommunications, and voice technologies. The ideal candidate will lead end-to-end implementation, migration, integration, and enhancement projects involving Genesys platforms, ensuring timely delivery, quality, and alignment with business objectives.

The candidate should have a strong understanding of Agile project management, networking concepts, VoIP, SIP protocols, and telecommunications infrastructure, along with Genesys Certified Professional (Google Cloud Platform) credentials.

Key Responsibilities

Lead end-to-end Genesys contact center implementation, migration, upgrade, and integration projects.
Manage project planning, scope, timelines, budgets, resources, dependencies, risks, and deliverables.
Coordinate with business stakeholders, technical architects, developers, network engineers, telecom teams, and third-party vendors.
Drive Agile delivery practices, including sprint planning, daily stand-ups, backlog reviews, sprint retrospectives, and release planning.
Oversee Genesys platform deployments and integrations with CRM, IVR, workforce management, reporting, and other contact center systems.
Work closely with network and voice engineering teams to support VoIP connectivity, SIP trunking, call routing, and voice infrastructure requirements.
Ensure understanding of network fundamentals, including TCP/IP, DNS, firewalls, routing, bandwidth, latency, jitter, and packet loss.
Manage telecommunications dependencies, including carrier connectivity, PSTN integration, SBCs, voice gateways, and call flows.
Track project milestones, issues, risks, assumptions, and dependencies, and implement mitigation plans.
Monitor service quality, system availability, voice quality, and project acceptance criteria.
Facilitate stakeholder meetings, steering committee updates, status reporting, and executive-level communications.
Ensure project documentation, implementation plans, test plans, cutover activities, rollback plans, and handover to operations are completed.
Manage production go-live activities, hypercare, issue resolution, and transition to support teams

Thanks and regards

Sonali Silswal Team Lead- Talent Acquisition

Email:

Contact:

LinkedIn:

Address: 2591 Dallas Pkwy, Ste 300, Frisco, TX 75034
Website:

Onsite || Project Manager - Genesys Contact Center Solution || Austin TX

Key skills

About this role