Genesys Practice Director

Position: Genesys Practice Director at TELUS Digital
Join TELUS Digital as the Genesys Practice Director, where you will shape innovative CCaaS solutions. This role is open for hybrid or remote work arrangements across the US.

You will take charge of leading TELUS Digital's CCaaS practice on the Genesys Cloud CX platform. This director position includes responsibilities for P&L management, strategic partnerships, and oversight of client engagements. You will ensure high-quality delivery and operational readiness while maintaining deep technical expertise to drive end-to-end transformation initiatives for enterprise clients.

Key Responsibilities:

• Oversee governance and solution design for Cloud CX

• Manage P&L, targeting revenue growth and efficiency

• Develop methodologies for scalable CCaaS implementations

• Partner with sales for effective market strategies

• Create proprietary tools for enhanced Genesys service delivery

Requirements:

• 10+ years in contacts center technology implementations

• 5+ years in leadership roles within consulting

• Proven ability in CCaaS program management

• Expertise in agent experience design and optimization

• Bachelor's degree; advanced degree preferred

Lead groundbreaking transformations in customer experiences with TELUS Digital's Genesys Cloud CX expertise.
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