Principal CCaaS Delivery Lead

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.

Location: Virtual, WFH Opportunity. US Based

Job Summary:

As one of the Lead Consultants on the Professional Services Team, you are responsible for all technical/hands-on delivery requirements of large-scale, complex technology implementation and transformation programs for our Genesys Cloud customers. You'll oversee the development of innovative, enterprise-level technology solutions that enhance clients' business performance, reduce costs, and improve scalability. In this role, you are expected to manage priorities, provide internal guidance, client relationships, and drive the overall end-to-end vision for multiple projects while ensuring alignment with clients' long-term business objectives. This role requires leveraging your background delivering CcaaS solutions, preferably projects aligning to Genesys Cloud products.

What you'll do:

• Lead the enterprise technical delivery function for major client engagements across industries, aligning Genesys Cloud and emerging products we build.

• Lead the configuration and implementation of enterprise-wide technology solutions, including application architecture, infrastructure design, and data integration.

• Serve as a thought leader and trusted advisor to clients on architecture and implementation frameworks, best practices, and emerging technologies.

• Collaborate with internal teams, partners and customers to ensure smooth delivery of projects.

• Understand how Genesys technology integrates/interfaces with customers' solutions vision.

• Lead efforts to pro-actively craft and propose solutions that clarify how Genesys brings business value to address critical business challenges faced by customers.

• Present complex Genesys technical demonstrations to various levels of staff in a diverse range of customer organizations.

• Identify (project) risks and the definition of mitigation plans.

What you'll bring to the table:

• 7-10 plus years of experience designing, implementing, and/or administrating enterprise solutions/systems that leverage the call center technologies preferably with Genesys Cloud Products.

• IP Telephony: Genesys Cloud Edge, AudioCodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)

• Proficiency in designing and programming complex applications leveraging APIs, JSON and/or JavaScript.

• Experience with current technology implementation patterns including service-oriented and cloud.

• Understanding of business processes and transformation and how they relate to customer experience technology.

• Ability to travel onsite to customer's location as required (up to 25%).

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.

$121,500.00 - $238,400.00

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.

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.

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 You can expect a response from someone within 24-48 hours.

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.