Project Management External Consulting Expert

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.

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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.

Job Description

The Professional Services Project Manager for the Middle East (Based in Riyadh) is a vital member of the local team. It requires an outstanding understanding of the client's business, establishing key long-term relationships, and building inroads into the organization of the account to increase Genesys’ visibility.

In this role, you will be managing the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team.

You will be the primary interface with the customer, managing the project's schedule, scope, budget, people, risks and issues.

You will also manage all the projects' financial aspects, including forecasting and revenue recognition, and you will identify and convert new opportunities.

Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be at the forefront.

Key Responsibilities :

• Provide project management of critical, large & complex solution engagements, including customer sign-off.
• Manage all aspects of the project delivery including project schedule, risk management, risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues, and customer acceptance.
• Implement a change management process on engagements.
• Follow standard PS Operational processes and guidelines.
• Ensure engagements are on time and within budget.
• Achieve customer satisfaction goals.
• Maintain close links with other functions in Professional Services and other Company departments especially Sales, Customer Success, Pre-Sales, Marketing, Support, and Education.
• Maintain quality relationships between our clients, strategic partners, and / or third-party providers.
• Generate incremental service bookings and revenue through direct customer contact.
• Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

Minimum Requirements :

• 8+ years (Or 6+ years if Masters's Degree Holder) of relevant Project Management experience in the IT industry ideally in the Contact Centre, Telecommunication, and / or CRM projects.
• Proven IT Project Management experience, including budgeting, of complex solutions.
• Bachelors or Higher University degree in Engineering, Management, or equivalent.
• Good understanding of the Contact Centre Technology Stack and Use-Cases.
• Has an understanding of computer architecture, open systems products (hardware and software), project management instruments and methodologies, and customer and Professional Services.
• Ability to take the initiative, troubleshoot, develop relationships, develop a team, and solicit / gain support inside and outside of Professional Services.
• Ability to work unsupervised and in a proactive manner.
• Proven ability to work under pressure within a team and on your own.
• Excellent presentation skills.
• Very good verbal and written skills in English. Arabic is a plus.
• Computer literate in the use of MS Office, MS Project or similar, word processing, spreadsheet, presentation, and project control instruments.
• Willing to travel occasionally throughout the Middle East region as restrictions allow.

Desirable Skills :

• Project Management Certification, e.g. Prince2, PMI PMP, Scrum Master, Agile etc.
• Genesys Professional Certifications or other related Contact Center technology certifications.
• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level where you can discuss simple solutions.

Compensation :

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location.

This role might also be eligible for a commission or performance-based bonus opportunities.

$113,050.00 - $221,850.00

Benefits :

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments.

More details about our company benefits can be found at the following link : https : / / mygenesysbenefits.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.

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.

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