Job Specifications
Job Description:
Program Manager, Genesys Cloud Implementation (UK) with CCaaS Experience
This is for a senior-level Program Manager to lead the
implementation of a Genesys Cloud solution. The ideal candidate will have extensive
experience with Contact Centre as a Service (CCaaS) platform, with a focus on
delivering complex, large-scale projects in the UK.
Key Responsibilities:
Program Leadership: Serve as the senior leader for the end-to-end Genesys
Cloud implementation program, ensuring all project streams (technical,
business, change management) are aligned and deliver on business
objectives.
CCaaS Expertise: Leverage deep, hands-on experience with CCaaS
platforms to guide architectural decisions, best practices, and innovative
solution design. Translate business requirements into technical solutions
within the Genesys Cloud ecosystem.
Stakeholder Management: Manage relationships with a diverse set of
stakeholders, from C-level executives and business unit leaders to technical
teams and third-party vendors. Ensure transparent and effective
communication throughout the program.
Project Management: Develop and maintain a comprehensive program
roadmap, including detailed project plans, budgets, and resource allocation.
Utilize Agile and Waterfall methodologies to manage scope, timelines, and
deliverables effectively.
Technical Oversight: Provide a deep understanding of Genesys Cloud and
its capabilities (e.g., Architect flows, WFM, WEM, analytics, AI, and
integrations with CRM systems like SerivceNow, Salesforce). Oversee the
technical team to ensure a high-quality, scalable, and resilient deployment.
Risk and Issue Management: Proactively identify, assess, and mitigate risks
and issues that could impact the program's success. Develop and execute
contingency plans as needed.
Change Management: Lead the business change and adoption strategy to
ensure a smooth transition for agents, supervisors, and other end-users. This
includes overseeing training, communication, and post-go-live support.
Required Skills and Experience:
Extensive CCaaS Experience: Proven track record of leading multiple, large-
scale implementations of a Contact Centre as a Service (CCaaS) platform.
Direct experience with Genesys Cloud is highly preferred, but significant
experience with platforms such as Amazon Connect, NICE CXone, or Five9
is also highly relevant. Any AI orchestration execution in the project would be
added advantage.
Program Management: Demonstrable experience in a Program Manager,
Senior Project Manager, or similar leadership role, with a focus on technology
transformation projects.
Technical Acumen: Strong technical knowledge of contact centre
technologies, including IVR, omnichannel routing, voice/digital channels, and
API integrations. The ability to speak the same language as engineers and
developers is crucial.
Soft Skills:
Excellent leadership, communication, and interpersonal skills.
Must be a natural problem-solver with a collaborative and results-driven
approach.
UK Market Knowledge: A solid understanding of the UK business
environment, including relevant regulatory and compliance requirements (e.g.,
GDPR).
Certifications:
Professional certifications such as Prince2, PMP, or Agile
certifications (e.g., Certified ScrumMaster) are highly desirable. Genesys
Cloud certifications are a significant plus.
Desirable Qualifications:
Experience with Workforce Management (WFM), Quality Management
(QM), and Analytics tools within a CCaaS environment.
Familiarity with cloud-based architectures and security best practices.
Experience managing global or multi-country implementations.
About the Company
Response Informatics is a globally established end-to-end technology and enterprise-level management consulting company. We have our corporate offices in New Jersey, USA, and Hyderabad, India.
Incorporated in 1996, we have been sailing the ship with a single goal, the global adaption of the best technological and result driven practices for business growth.
With a humble start with management consulting and global staffing solutions, we have moved up the ladder sharply and significantly. Soon enough, we were delivering in...
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