- Company Name
- Response Informatics
- Job Title
- Program Manager - Genesys
- Job Description
-
Job title: Program Manager – Genesys Cloud Implementation
Role Summary: Senior program manager responsible for end‑to‑end delivery of large‑scale Genesys Cloud (CCaaS) implementations in the UK, overseeing architecture, project execution, stakeholder alignment, risk management, and change adoption to meet business objectives.
Expactations: Deliver projects on scope, schedule, and budget; ensure high‑quality, scalable deployments; drive user adoption and change readiness; maintain regulatory compliance (GDPR); provide transparent communication to C‑level stakeholders; lead cross‑functional teams and manage vendor relationships.
Key Responsibilities:
- Lead program planning, create comprehensive roadmaps, and allocate resources across technical, business, and change streams.
- Architect and design Genesys Cloud solutions (flow, WFM, WEM, analytics, AI, CRM integrations).
- Manage Agile and Waterfall project methodologies to control scope, timelines, and deliverables.
- Engage stakeholders from executive to vendor levels, ensuring clear communication of progress, risks, and decisions.
- Oversee budgeting, forecasting, and financial reporting for the program.
- Identify, assess, and mitigate risks; develop contingency plans.
- Drive change management: adoption strategies, training programs, communication plans, and post‑go‑live support.
- Ensure compliance with UK regulatory requirements and data protection standards (GDPR).
Required Skills:
- Extensive CCaaS implementation experience, with deep knowledge of Genesys Cloud (or equivalent platforms such as Amazon Connect, NICE CXone, Five9).
- Proven program management expertise (PMP, Prince2, Agile) for technology transformation projects.
- Strong technical acumen in contact centre technologies: IVR, omnichannel routing, voice/digital channels, API integrations, and cloud architecture.
- Leadership, communication, interpersonal, and problem‑solving skills; ability to collaborate with engineering and development teams.
- Understanding of UK market dynamics and regulatory compliance (GDPR).
- Experience with workforce management, quality management, and analytics tools in a CCaaS environment.
Required Education & Certifications:
- Bachelor’s degree in Business, Engineering, IT, or related field.
- Prince2, PMP, or Agile certification (e.g., Certified ScrumMaster); Genesys Cloud certification is a significant plus.