Genesys Project Manager

Profile

Hello,
We have immediate opening for Genesys Project Manager
for our team in Cupertino, CA
. The deployment would be with Apple Inc
in Cupertino where we have a team of 150 employees working in onsite-offshore model. We manage end to end software development and project implementation on cutting edge technology for our client.
If you are interested in learning more about the position, please send your resume and indicate a best time for an initial call.
Title: Genesys Project Manager
Location: Cupertino, CA
Engagement: Full Time with Infogain
Key Qualifications
Experience in managing projects and support of complex global Contact Center environment
Background in the development and management of remote support groups, international support groups, and 24x7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
Experience in a fast-paced and highly dynamic working environment
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
Proven ability to manage to deadlines and meet cost constraints.
Excellent communication, leadership and presentation skills.
Excellent organizational and documentation skills.
Track record of accomplishment and effectiveness within organizations
Description
Responsibilities:
Provide superior technical leadership and support to Apple’s Global Business teams using Contact Center Applications such as Genesys, multi-channel support applications (voice, chat, email), IVRs, Aspect eWFM, Soft Phone & Reporting.
Defining operational processes for contact center applications and infrastructure .
Project management of initiatives that expand the footprint of existing solutions to new Geos and/or user base.
Project management of global projects utilizing large scale and complex technologies working with various leads within IS&T and business teams.
Define processes to transition new applications, systems from projects to operations for production support. Design, develop, and implement processes, systems, and technology to support and enhance the technical support function.
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function Manage relationships with business operations teams.
Education
BS/BA degree or equivalent technical experience 10 years of experience in the software industry
Additional Requirements
Technical Experience with Genesys platform is required.
Previous experience in a Work Force Management Solutions, IVR, VoIP, SIP, Cisco CM & Speech Applications is a plus.
Knowledge of Genesys Reporting Solutions is required, understanding of ICON is preferred.
Ability to support multiple projects at the same time.
Proven record of delivering large global projects with geographically distributed teams.
ANUBHAV SRIVASTAVA
| Talent Acquisition Executive-US Hiring
Office (408) 355.6041 | ****
www. Infogain
.com
Global Business and IT Consulting Leader
Shashank Verma
Infogain
Web: ****

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