Executive Director, Professional Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee projects and teams for intricate contact center applications.

• Take responsibility for the overall success of projects, customer interactions, profitability, and client satisfaction.

• Direct Genesys Cloud implementation teams and facilitate customer requirements discussions.

• Cultivate relationships with customers, business development, engineering, marketing, and partners.

• Guide opportunity assessment, data collection, solution formulation, proposal assistance, RFP responses, solution evaluations, and ROI business cases.

• Evaluate technical efforts throughout all phases of the project.

• Articulate the capabilities of the Genesys platform and align them with business requirements.

• Present TTEC's CX Transformation value proposition and share insights on competitors.

• Mentor and coach delivery teams while fostering talent development.

• Engage and influence executives across business, technology, and partner sectors.

• Administer budgets using both Agile and waterfall sizing methodologies, as well as FinOps principles.

⛳️ Requirements

• A bachelor's degree in computer science, information technology, or engineering is preferred.

• Minimum of 12 years of experience in Contact Center and UC environments.

• At least 7 years of leadership experience in Genesys projects.

• Proven experience in creating roadmaps and documenting comprehensive project approaches.

• Familiarity with Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone, and/or other cloud telephony platforms.

• Experience with enterprise-grade Genesys Cloud architecture tailored for complex business requirements.

• Capability to create and deliver presentations to executive-level technical and non-technical audiences.

• Existing knowledge and/or industry certifications in Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies.

• Proficient in customer-facing presentations, leading implementation teams, and possessing pre-sales and post-sales expertise.

🏝️ Benefits

• Recognized as a Great Place To Work for 2024-2025.

• Committed to equal opportunity and fostering a diverse, inclusive workforce.