Senior Project Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Senior Project Manager - Melbourne or Sydney

The Senior Professional Services (PS) Project Manager position is integral for the delivery segment of Professional Services. Senior PS Project Managers manage customer engagements from post sales through support transition. Contribution to pre-sales activities is expected.

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 Senior PS Project Manager is also expected to provide business analysis value in the project. Within the defined scope of the project, the Senior PS Project Manager will consult with the customer to discover how the technology can best be utilized to maximize the customer’s value.

The Senior PS Project 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.

This role should also act as an internal leader of the organization 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 success of an implementation begins and ends in the hands of the Senior 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:

Senior 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.

Senior 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 contacts

• Coordinates with internal staff to perform application development/system integration

• Coordinates and provides training for system implementations

• Submits weekly project status reports to internal and customer managers by designated due date.

• Provides regular status updates to Customer Operations and 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

• Ad hoc duties as directed by Management

Cost Management/Resource Utilization (20%)

• Responsible for containment of project expense

• Tracks project plans and budgets to ensure project costs are contained

• Tracks utilization to ensure 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

• Provide accurate and on-time weekly projects forecasts to Management team

• Contribute to Revenue target achievement

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

• Contribute to Booking target achievements

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 training

You’ve Been There and Done This:

• Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline. Master in Business Administration will be given additional consideration.

• 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.

• Five years’ experience implementing complex software applications in enterprise customer environments

• Contact Centre Consulting experience

• 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 deadlines

Work Context:

• Communicates regularly with colleagues and management

• Uses computer frequently

• Communicates with customers, discerns key issues and recommends solutions

• Compiles project information from multiple sources and writes documentation

• Travels to customer and business meeting sites, including international locations as needed

• Applies sound Project Management principles and techniques

• Self-motivated. Works autonomously

Please 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 Australia

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 [email protected]. 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.