This role is responsible for overseeing end-to-end customer experience projects, with a strong focus on implementation and optimization within Genesys Cloud. You will act as the central point of contact between stakeholders, technical teams, and clients, ensuring clear communication and timely execution.
Key Responsibilities
- Lead project planning, scoping, and delivery for CX solutions using Genesys Cloud
- Collaborate with design, engineering, and support teams to define workflows and system configurations
- Translate business requirements into actionable technical plans
- Monitor project milestones, identify risks, and implement mitigation strategies
- Facilitate client workshops and user acceptance testing sessions
Qualifications
- Proven experience managing CX or contact center technology projects
- Direct hands-on experience with Genesys Cloud platform
- Strong understanding of customer journey mapping and service design principles
- Excellent organizational and problem-solving abilities
- Effective communicator with both technical and non-technical audiences
