Senior Project Manager with Genesys Cloud Migration
Location: Austin, Texas ( Onsite)
Job Summary
We are seeking a highly skilled and technically proficient Senior Project Manager with extensive experience in Genesys Engage and Genesys Cloud migration to lead the end-to-end migration of an existing Genesys Engage contact center environment to a customized Genesys Cloud solution.
The ideal candidate will combine strong technical knowledge of contact center platforms with proven project and program management expertise. This individual will be responsible for assessing the current Genesys Engage environment, defining the migration strategy, coordinating cross-functional teams, managing technical dependencies, and ensuring a seamless transition to the target platform.
The successful candidate will possess excellent analytical, problem-solving, communication, and stakeholder management skills. They should be comfortable operating in a fast-paced environment where priorities may evolve and requirements may be ambiguous.
We are looking for a proactive and strategic project leader who can work effectively at both the technical and program levels, influence architectural decisions, drive collaboration across teams, and ensure successful project delivery while maintaining alignment with business objectives.
Key Responsibilities
1. Project and Program Management
- Lead all phases of the Genesys Engage to Genesys Cloud migration, from project initiation and planning through implementation, launch, and closure.
- Define project scope, objectives, deliverables, milestones, timelines, and success criteria.
- Develop and maintain comprehensive project plans, resource forecasts, budgets, schedules, and dependency trackers.
- Manage project risks, issues, assumptions, dependencies, scope changes, and mitigation strategies.
- Coordinate cross-functional teams and ensure accountability for project deliverables.
- Drive project execution in alignment with organizational standards, business priorities, and strategic objectives.
- Facilitate project governance meetings, stakeholder reviews, status updates, and executive reporting.
- Lead project retrospectives, lessons-learned sessions, and formal project closeout activities.
2. Genesys Engage Environment Assessment
- Conduct a comprehensive assessment of the existing Genesys Engage environment, including architecture, platform components, integrations, configurations, and dependencies.
- Evaluate the current contact center infrastructure, call flows, routing strategies, IVR functionality, reporting, and other relevant capabilities.
- Identify technical gaps, operational challenges, migration constraints, and opportunities for improvement.
- Document the existing environment and establish a clear baseline for migration planning.
- Collaborate with technical teams to understand legacy system dependencies and determine migration requirements.
3. Genesys Cloud Migration Planning and Execution
- Develop a detailed migration roadmap covering project phases, timelines, resources, dependencies, risks, and mitigation plans.
- Partner with solution architects and engineering teams to define the target Genesys Cloud architecture and migration approach.
- Coordinate configuration migration, integration updates, data migration activities, and environment setup.
- Ensure the target solution meets requirements for scalability, reliability, security, performance, and business continuity.
- Manage migration readiness, cutover planning, implementation sequencing, rollback planning, and production launch activities.
- Track progress against project milestones and proactively resolve issues that could affect delivery.
- Ensure minimal business disruption during migration and transition to the new contact center platform.
4. Technical Requirements and Solution Architecture
- Lead the development and documentation of business requirements, functional specifications, and technical requirements.
- Facilitate current-state and future-state process mapping, business analysis, and process optimization.
- Work closely with architects, developers, infrastructure teams, and business stakeholders to evaluate solution options.
- Support architectural discussions involving Genesys Engage, Genesys Cloud, APIs, integrations, networking, and contact center technologies.
- Identify integration points with enterprise applications, CRM systems, databases, reporting platforms, and third-party solutions.
- Validate technical designs against business requirements, enterprise architecture standards, and operational needs.
- Ensure technical decisions, assumptions, configurations, and design changes are properly documented.