TELUS Digital -

Compensation

Full Description

Job Overview: We are seeking a highly skilled and experienced Genesys Delivery Lead to oversee the successful delivery of Genesys solutions projects. The ideal candidate will have a profound understanding of Genesys platforms, excellent project management abilities, and a passion for driving customer satisfaction. This role is essential in ensuring projects are delivered on time, within scope, and budget, while meeting high-quality standards. Key Responsibilities: • Lead the end-to-end delivery of Genesys contact center solutions, including planning, design, implementation, testing, and deployment. • Develop detailed delivery plans, including timelines, budgets, resource allocation, and risk management strategies. • Collaborate closely with clients to understand their business needs and ensure the solutions delivered meet their requirements. • Coordinate with cross-functional teams, including sales, development, and support to ensure seamless project execution. • Monitor project progress and performance using appropriate tools and techniques, ensuring adherence to delivery timelines and quality standards. • Manage project scope and change control processes, ensuring that changes are documented, communicated, and approved. • Identify and mitigate delivery risks and issues, developing contingency plans as needed. • Provide leadership and guidance to project teams, fostering a culture of excellence and collaboration. • Conduct regular status meetings with clients and internal teams, providing updates and addressing any concerns. • Prepare and present detailed delivery reports to senior management, including performance metrics and outcomes. Qualifications: • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; relevant certifications (PMP, PRINCE2) are highly desirable. • Extensive experience in delivering Genesys contact center solutions, including PureEngage, PureConnect, and Cloud platforms. • Proven experience in leading complex projects with multi-function teams in a high-tech environment. • Strong understanding of contact center operations and best practices. • Excellent project management skills, including planning, budgeting, resource allocation, and risk management. • Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams. • Strong problem-solving abilities and the capacity to handle complex technical challenges. • Proficiency in project management software such as Microsoft Project, JIRA, or similar tools. Preferred Skills: • Experience with Agile/Scrum methodologies. • Knowledge of cloud platforms such as AWS, Microsoft Azure, or Google Cloud. • Familiarity with CRM systems and their integration with contact center solutions. • Strong analytical and organizational skills, with meticulous attention to detail.