PMO Consultant - Genesys Cloud

Key Details:

• Requirements: 4+ years Genesys Cloud experience (must be recent)


• 1-2 year contract (possible extension) - W2 Only


• Location: Remote (PST preferred, possible but unlikely travel to Los Angeles)


• Pay: $50-55/hr (possible flex for the right candidate)

About the Role:

We are seeking a skilled Project Management Analyst to support the delivery of a large-scale Contact Center as a Service (CCaaS) implementation. The ideal candidate has a strong background in the contact center domain, hands-on exposure to Genesys Cloud, and proven experience managing complex project plans, risks, issues, and cross-functional coordination.

This is a client-facing role requiring excellent communication skills, attention to detail, and the ability to drive successful outcomes across multiple stakeholders.

Key Responsibilities:

• Develop and maintain a detailed project plan including timelines, milestones, and dependencies.


• Track project status and provide regular updates to stakeholders and leadership.


• Identify risks and issues early; document impacts and drive effective mitigation plans.


• Partner with internal teams, external vendors, and client stakeholders to ensure on-time delivery.


• Support scope, timeline, and resource management throughout the implementation.


• Prepare high-quality presentations and reporting materials using MS PowerPoint.


• Utilize MS Project or similar tools for scheduling and progress tracking.


• Ensure adherence to project governance and PMO standards.

Required Skills & Experience:

• 5+ years of experience in the contact center domain.


• Solid understanding of end-to-end CCaaS implementation cycles.


• Exposure to Genesys Cloud (hands-on experience preferred).


• Strong project management skills including status tracking, risk/issue management, and scope control.


• Excellent verbal and written communication skills with the ability to interface with clients.


• Proficiency with MS Project and MS PowerPoint.


• Ability to work in a fast-paced, collaborative environment.

Competencies:

• Communication Effectiveness - Articulate and present a friendly Customer Service experience in both phone and in person. Communicates effectively verbally and in writing; expresses self well in a group and one-on-one; Fosters trust by sharing information with others; Encourages open expression of ideas and opinions; actively listens to others and demonstrates understanding.


• Teamwork - Identifies and cultivates relationships with key stakeholders representing a broad range of internal functions and levels; Brings substantive conflicts and disagreements into the open and resolves them collaboratively; Willing to look at all sides of an issue to arrive at goals that are mutually beneficial; Builds strong external networks with people in the industry or profession.


• Judgment/Decision Making - Takes responsibility for decision-making; Makes decisions that are timely; Involves those who will be affected by the decision in the problem-solving process; Builds consensus; Generates various solutions and evaluates alternatives objectively; Willing to make and support unpopular decisions when necessary.


• Innovation/Creativity - Generates new solutions by combining, changing, or reapplying existing ideas; Has good ideas and acts on them; Searches for new and better alternatives to improve performance; Strives to create value in new ways; Is aware of emerging trends and anticipates possibilities.


• Motivation - Pursues goals and measures success in terms of results achieved; Focuses on what's important to the organization and drives for results; Is persistent in the face of complex challenges or when dealing with difficult people; Conveys appropriate sense of urgency; Achieves results with and through others.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.