Delivery Manager – CX Advisory
| Company | Genesys |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior |
Requirements
- Proven experience as a Delivery Manager, Project Manager, or a similar role in contact center consulting.
- Strong background in contact center technologies (IVR, ACD, CRM, workforce management tools, etc.).
- Experience managing high-value projects with technical complexity.
- Excellent leadership, stakeholder management, and problem-solving abilities.
- Strong storytelling/PowerPoint presentation skills
- Strong organizational skills with a focus on resource planning and risk mitigation.
- Willingness to travel onsite as required to ensure client engagement and project success.
- Bachelor’s degree (or equivalent experience) in Business, Management, Finance, or a related field (Master’s degree preferred).
- 8 years of experience in consulting, business strategy, and/or Contact Center operations.
Responsibilities
- Act as a customer-facing leader, building strong relationships with technical leadership counterparts on the client side.
- Support the Tech Lead and Architect, managing technical risks and ensuring smooth execution.
- Work closely with the CXA Director to align project goals and execution strategies.
- Review and refine delivery schedules and staffing plans, ensuring optimal resource allocation.
- Provide holistic oversight, assistance, and ownership of technical aspects, operational and consultative aspects throughout the project lifecycle.
- Serve as a strategic voice for the customer, partnering with the CS organization.
- Represent the CX Advisory in customer-facing meetings alongside the Program Director.
- Ensure effective project execution by providing regular updates and feedback to all stakeholders.
- Drive communications between the Customer and CS organization, focusing on customer-first solutions and maximizing business value.
- Generate executive summaries and insight reports for executive-level (VP+) stakeholders on the outcomes of the engagements.
- Generate internal opportunity reports identifying strategic next steps for additional CXA business.
- Support onsite travel as required, ensuring client engagement is successful (remote meetings may not always suffice).
Preferred Qualifications
- PMP, ITIL, or other relevant certifications are a plus.