Ps Project Manager

1 week ago

Dubai, Dubai, United Arab Emirates Genesys Full time
Build something new with a world-class team.


At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they've been hired to do: their very best.

Your potential is waiting; why are you?


The Professional Services Project Manager for the Middle East (Based in Dubai/Riyadh) is a vital member of the local team.

It requires an outstanding understanding of the client's business, establishing key long-term relationships, and building inroads into the organization of the account to increase Genesys' visibility.


In this role, you will be managing the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team.

You will be the primary interface with the customer, managing the project's schedule, scope, budget, people, risks and issues.

You will also manage all the projects' financial aspects, including forecasting and revenue recognition, and you will identify and convert new opportunities.


Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be at the forefront.


Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):

  • Provide project management of critical, large & complex solution engagements, including customer sign-off.
  • Manage all aspects of the project delivery including project schedule, risk management, risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues, and customer acceptance.
  • Implement a change management process on engagements.
  • Follow standard PS Operational processes and guidelines.
  • Ensure engagements are on time and within budget.
  • Achieve customer satisfaction goals.
  • Maintain close links with other functions in Professional Services and other Company departments especially Sales, Customer Success, Pre-Sales, Marketing, Support, and Education.
  • Maintain quality relationships between our clients, strategic partners, and/or third-party providers.
  • Generate incremental service bookings and revenue through direct customer contact.
  • Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

Minimum Requirements:

  • 8+ years (Or 6+ years if Masters's Degree Holder) of relevant Project Management experience in the IT industry ideally in the Contact Centre, Telecommunication, and/or CRM projects. Proven IT Project Management experience, including budgeting, of complex solutions. Bachelors or Higher University degree in Engineering, Management, or equivalent. Good understanding of the Contact Centre Technology Stack and Use-Cases. Has an understanding of computer architecture, open systems products (hardware and software), project management instruments and methodologies, and customer and Professional Services. Ability to take the initiative, troubleshoot, develop relationships, develop a team, and solicit/gain support inside and outside of Professional Services. Ability to work unsupervised and in a proactive manner. Proven ability to work under pressure within a team and on your own. Excellent presentation skills. Very good verbal and written skills in English. Arabic is a plus. Computer literate in the use of MS Office, MS Project or similar, word processing, spreadsheet, presentation, and project control instruments. Willing to travel occasionally throughout the Middle East region as restrictions allow.

Desirable Skills:

  • Project Management Certification, e.g. Prince2, PMI PMP, Scrum Master, Agile etc.
  • Genesys Professional Certifications or other related Contact Center technology certifications.
  • Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level where you can discuss simple solutions.
If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries.

Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale.

With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to diversity in the workplace. We

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