Senior Program Manager

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Senior Program ManagerThe Genesys Professional Services Senior Program Manager 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.This position is integral for the delivery segment of Professional Services. Senior Program Managers manage customer engagements from post sales through support transition. Some pre-sales work is provided by the position as well.In addition to traditional project management responsibilities, the Senior Program Manager is also expected to provide business analysis value in the project.Within the defined scope of the project, the Senior Program Manager will consult with the customer to discover how the technology can best be utilised to maximise the customer’s value.Additionally, the Senior Program Manager should act as a leader of the organisation by serving as a mentor to their peers, recommending areas for improvement within the methodology and taking initiative to assist and influence peers by asserting their experience and best practices.The Genesys Professional Services Senior Program Manager works as a leader 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 Senior Program Manager.Success is defined as having satisfied the end customer and delivered the project within scope and budget.This role opens opportunities for applicants based in Sydney, Brisbane, Canberra or Melbourne.What you will do:The key duties and responsibilities of this role include, but are not limited to;Senior Program 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.Senior Program 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 contacts.Coordinates with internal staff to perform application development/system integration.Coordinates and provides training for system implementations.Submits 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 implementations.Prepares, distributes and maintains all project documentation according to established processes and methodology.Provides consulting on project implementations as required.Escalates customer support issues as required.Communicates with Sales Representatives and Consulting Sales Directors on the status of projects and escalates issues as needed.Cost Management/Resource Utilization (20%)Responsible for containment of project expense.Tracks project plans and budgets to insure project costs are contained.Tracks utilization to insure projects are profitable.Responsible for managing project team utilization during customer engagements, including the accuracy of information for that project in the internal work tracking system.Sales (5%)Assists with proposal development and pricing as needed.Participates in Sales presentations as needed.Contributes to the response for RFP’s and RFI’s as needed.Administration (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 record.Training (10%)Continues to stay abreast of technology through internal training, self-study, and industry standard certifications.Continued product trainingYou have been there and done this…Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience; Master in Business Administration preferred. PMP certification; other industry recognized certifications given additional consideration.Proven excellence with customer facing activities.Must have a passion for customer satisfaction and have the ability to manage customer’s needs and expectations.5 years’ experience implementing complex software applications in enterprise customer environments.Software: (MS Project, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook) Relevant Contact Center telephony experience.Contact Center Consulting experience.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 have work rights in Australia.#LI-JM1About Genesys:Every year, Genesys® orchestrates more than 70 billion 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.comReasonable 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 diversity 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.