Project Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Project ManagerLocations: Auckland or Wellington (Flexible), New ZealandThe Professional Services (PS) Project Manager position is integral to the delivery segment of Professional Services.  PS Project Managers are responsible for the management of customer engagements from post sales through support transition.  Some pre-sales work may also be involved.This role is responsible for proposing new business and directing billable customer engagements to the conclusion specified in the services proposal and to a point of profitability for the company. In addition to traditional project management responsibilities, the PS Project Manager is also expected to provide business analysis value in the project. Within the defined scope of the project, the PS Project Manager will consult with the customer to discover how the technology can best be utilized to maximize value to the customer. The PS Project Manager works as part of a dynamic team in a very technologically demanding environment. While the role is truly one of individual contributor, a high degree of interaction and leadership is required with both customers and team members. The success of an implementation begins and ends in the hands of the PS Project Manager. Success is defined as having satisfied the end customer and delivered the project within scope and budget.What You’ll Do:Major Responsibilities/Activities include but are not limited to:PS Project Managers are responsible for successful planning and follow-through that ensures profitable, timely, and high-quality completion of projects.  This includes managing a project during the implementation lifecycle through transition to Support.  PS Project Managers define, create, and maintain project plans; lead, motivate and focus the team, and manage day-to-day client communication.Project Management (60%)Provides project management for application solution implementations Coordinates with Professional Services Organization management team to manage implementation team, costs and time schedules Manages customer relationship with technical contactsCoordinates with internal staff to perform application development/system integrationCoordinates and provides training for system implementationsSubmits weekly project status reports to Operations Manager/Project Management by designated due date.  Provides regular status updates to Operations Manager/Project Management when on-site during implementationsPrepares, distributes and maintains all project documentation according to established processes and methodologyProvides consulting on project implementations as requiredEscalates customer support issues as requiredCommunicates with Sales Representatives and Consulting Sales Directors on the status of projects and escalates issues as neededAd hoc duties as directed by ManagementCost Management/Resource Utilization (20%)Responsible for containment of project expense Tracks project plans and budgets to ensure project costs are containedTracks utilization to ensure projects are profitableResponsible for managing project team utilization during customer engagements, including the accuracy of information for that project in the internal work tracking systemProvide accurate and on-time weekly projects forecasts to Management teamSales (5%)Assists with proposal development and pricing as neededParticipates in Sales presentations as neededContributes to the response for RFP’s and RFI’s as neededAdministration (5%)Timely submission of timesheets, expense reports, project status reports, and system acceptance forms.Timely submission of all project documentation in the document repository of recordTraining (10%)Continues to stay abreast of technology through internal training, self-study, and industry standard certificationsContinued product trainingYou’ve Been There and Done This:Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline. Master in Business Administration given additional consideration.PMP certification; other industry recognized certifications given additional consideration.Demonstrated experience in a customer facing role. Must have a passion for customer satisfaction and have the ability to manage customer’s needs and expectations.Two years experience implementing complex software applications in enterprise customer environments.Contact Centre and Business Consulting experience given additional consideration.Proficient user of Office software: MS Project, MS Office (Word, Excel, PowerPoint), Email (MS Outlook) Excellent communication and presentation skills.Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues.Possesses demonstrated leadership qualities and self-sufficiency.Proven ability to work as a member of a team to meet critical customer deadlinesPlease note that Genesys will not accept resumes from agencies at this time.To be eligible to apply for this role you must be legally permitted to work in New Zealand#LI-JM1#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys: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. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.