Genesys - Contact Center Consultant / Project Manager (Only G.C / U.S.C)
6+Months
W2-Austin, TX (Onsite, 5 days a week)
**Role Overview:**
We seek an experienced Project Manager to lead the deployment of advanced voice and chat automation solutions for our global customer support operations. The focus will be on delivering a world-class experience using a leading enterprise Contact Center platform, integrating with major CRM solutions for seamless user experience. This is a contract position expected to last 6-7 months.
**Key Responsibilities:**
- Oversee cross-functional teams to implement AI-driven phone and chat automation tools.
- Manage end-to-end project delivery, including planning, execution, and stakeholder communication.
- Coordinate the integration of Contact Center solutions with SAP Cloud for Customer (SAP C4C) or Salesforce Service Cloud environments.
- Collaborate with technical and business teams to ensure successful adoption across international support sites.
- Monitor project milestones, budgets, and quality assurance throughout the lifecycle.
**Required Experience & Skills:**
- 6+ years hands-on expertise with top-tier Contact Center technology (e.g., Genesys, Avaya, Cisco, or NICE InContact), with demonstrated leadership in deployment or migration projects.
- Practical experience integrating Contact Center platforms with SAP C4C and/or Salesforce Service Cloud (minimum 3 years in each).
- Robust understanding of omni-channel communications (voice, chat, email, social).
- Excellent project management skills (PMP certification or equivalent is a plus).
- First-rate communication and stakeholder management abilities.
**Preferred Qualifications:**
- Prior experience delivering customer support automation in a global enterprise setting.
- Relevant technical certifications in Contact Center or CRM technologies (such as Genesys Certified Professional, SAP C4C, or Salesforce Service Cloud).
- Proven track record working with Fortune 500 or major multinational companies.
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