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Lead Business Process Consultant

Company: Genesys
Location: Austin
Posted on: February 22, 2021

Job Description:

Our team is growing around the world. Learn more about the passionate professionals that make up Genesys. See what careers we have to offer at http://gsys.co/n8G030mN7lN. Genesys is hiring a Professional Services Business Consultant and is looking for a candidate with a passion for working with leading edge software technologies in an international environment. The primary responsibility is to support strategic customers in North America with Business Consulting engagements that provide the bridge between Genesys Professional Services team and the customers' Contact Center and Customer Experience stakeholder with the purpose of helping defining and driving the strategy and direction of the Genesys deployment projects for successful business outcomes. This position is responsible for facilitating sharing of contact center best practices with our customers and internally by collaborating with departments that impact the customer experience. The Business Consultant will engage with a local team of implementation consultants highly experienced in all facets of contact center management and operations. If you like to be part of a team of highly skilled consultants taking customer experience to the next level join our PS team. --
Responsibilities

  • Provide thought leadership and develop new business consulting services, tools, documents, etc. that will increase the teams value and contribution and strengthen Genesys's competitive position in the industry.
  • Help drive Professional Services Business Consulting revenue by increasing the awareness of the value of business consulting internally and actively following up with Genesys customers and Account teams in North America, to ensure successful business outcomes on all occasions
  • Responsible for contributing to the continuous development of the Business Consulting portfolio of services, the team enablement on delivering the services in the portfolio and organization awareness of new services and business consulting engagements delivered by the team in North America.
  • Collaborate with the global lead of the Professional Services Business Consulting team to lead and drive the team and the Business Consulting portfolio in alignment with the Genesys strategy
  • Support strategic accounts in North America with Business Consulting engagements that drive the direction and strategy for the Genesys implementation project, coaching and supporting the rest of the Professional Services delivery team to achieve and exceed the expected business outcomes
  • Able to position to Genesys strategic customers in North America, all the services in the Professional Services Business Consulting portfolio, identifying the benefits relevant for each customer
  • Motivate and coach the Professional Services Business Consulting team in North America to successfully deliver the engagements in the portfolio
  • Enhance the Genesys brand image in the marketplace through active involvement in the contact center industry by speaking at conferences, writing for industry publications, networking, etc.
  • Ensure customers realize maximum value from their Genesys investment by driving proper methodologies, processes, and best practices in all consulting engagements
  • Demonstrate ownership, dedication and high quality deliveries in all Business Consulting engagements and building strong and trusted relationships with all internal and external stakeholder (Genesys customers, resellers, Genesys employees etc.)
  • Support sales and project teams in identifying gaps and red-flag issues that could be barriers to successful implementations and/or put Genesys at risk of not meeting our customer's business requirement.--
    • Work collaboratively with Genesys customers' contact center teams during projects providing:
    • Organizational Change Management support
    • Facilitating sound decision making process
    • Reviewing options and considerations in design and providing insight into pros and cons of different options
    • Provide input and guidance across all Professional Services functional areas in regard to., call flow design, workforce management, quality monitoring and CSAT programs, key metrics, and the unique dynamics of contact center operations
    • Strengthen the credibility of Genesys Professional Services as a leading contact center expert organization in the industry by delivering presentations and white papers on contact center topics for Genesys customers, conferences, events and writing articles and white papers for publication
    • Frequent domestic--travel (40-50%) will be required (Post Covid)
    • Occasional international travel (10%-20%) might be required (Post Covid)
      Qualifications/Skills
      • Minimum 10+ years contact center experience in progressive roles of responsibility
      • Bachelor's Degree in Business Management or equivalent professional experience in the contact center industry
      • Master's in business management are preferred
      • Proven excellence with customer facing activities. Must have a passion for creating and delivering customer value
      • The role requires good interpersonal communication and presentation skills and the candidate should be keen to work in a diverse and multicultural environment
      • Ability to work in a fast-paced environment and willing to address complex problems with minimal direction
      • Broad and deep expertise across the range of contact center management and operational methodologies, processes and best practices
      • Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
      • Proven ability to work as a member of a team to meet critical customer deadlines
      • An understanding of technology and its application to business is desired
      • Extensive analytical and creative skills in a complex customer environment
      • Demonstrate ownership, initiative and internal motivation to improve results
      • Creative thinking and flexibility in finding solutions
      • Easily adaptable to different personalities and ways of working
      • Innovative approach, thinking outside of the box and able to consider different perspective
      • Analytical, can differentiate between essential and non-essential and is able to prioritize effectively
      • Able to multi-task and juggle with multiple subjects in an effective way
      • Strong leadership and influencing skills
      • Able to stir a group of people in the right direction and help them maintain the focus and motivation
      • Fluent in English with French, Spanish, Portuguese as differentiators
        Benefits--
        1. Medical, Dental, and Vision Insurance
        2. Telehealth coverage
        3. Flexible work schedules and work from home opportunities
        4. Development and career growth opportunities
        5. Open Time Off
        6. 401(k) matching program
        7. Adoption Assistance--
        8. Infertility treatments
        --
        See more Genesys benefits information at https://mygenesysbenefits.com/ About Genesys--
        Every year, Genesys-- delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service--- so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud---, an all-in-one solution and the---world's leading public cloud contact center platform,---designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

        Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-TL1--

Keywords: Genesys, Austin , Lead Business Process Consultant, Professions , Austin, Texas

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