Title: PS Manager

Location: Hyderabad

Summary of the Position:

The Global Custom Solution Practice Team is responsible for delivery and support of custom
developed software services centered around Genesys products, solutions and off-the-shelf Expert
Applications that complement or extend Genesys line of products.

The Custom Solutions PS Manager position in COE is to provide business managerial and technical
leadership and is to support Genesys Professional Services initiatives and growth of business across
all regions. This position will report to the COE Site Leader. The specifics entail management and
technical oversight of the regional CST development staff, their project assignments and technical
activities to ensure they perform their roles in the optimum manner.

Services provided by the team include solution architecture and design, software development,
integration consulting, software deployment, customer training, team education, quality assurance
and custom application support.

Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

 Manage the CSP Team in India COE (Chennai & Hyderabad)

 Evangelize service capabilities and offerings to drive new business opportunities
 Provide team leadership for project allocation and resourcing based on skills and complexity,
time and expense management, and application support scheduling
 Oversee the team quote to deal process with prospect interactions, estimation delegation,
backlog and quote/Statement of Work reviews
 Document and scope proposed solutions. Review and advise on accurate implementation
effort estimates in collaboration with the proposal teams. Develop and review Budgetary
Estimates specific to custom development work and system integration, review Custom App
Support SOWs for compliance on as needed basis;
 Structure the team for optimal billable opportunity and attainment of utilization goals
 Provide oversight and leadership for software development, quality, release processes and
effective use of tools
 Manage cross-regional development initiatives, customer application support entitlements,
onshore/off-shore custom development engagements and partner interactions
 Ensure the team are adequately trained for customer engagements and work activities
required of their role
 Advise on compensation goals, annual and quarterly business strategy, project metrics and
management reporting
 Maintain strong technical understanding and proficiency in Genesys Product and Solution
Portfolio and related technologies
 Active management of Application Support which entails working with Project owners (PMs)
on transitioning projects from delivery to support mode, ensuring completeness of
entitlement requests and sending requests to Customer Care and PS Operations, ensuring all
support cases are triaged, contain timely responses and resolved in accordance to SLAs and
agreements.
  Foster enthusiasm and creativity within the team to identify new areas of technical
innovation, new opportunities for improving team’s efficiency and reusable solutions for the
marketplace and develop these opportunities in parallel with project workload.

Qualifications:

 At least 8 years of industry experience with 3+ years of hands on management or team lead
experience in delivering complex solutions/applications in a team leading role;
 Demonstrated experience in translating customer business requirements into practical
solutions on a large scale;
 Good working knowledge of the Genesys products and solutions,
 Working knowledge in development lifecycle of custom software and applications. Experience
in managing the execution of services methodologies;
 Ability to maintain excellent colleague and client relationships, coupled with ability to
effectively gather information from key stakeholders in order to define solutions;
 Intimate knowledge of Continuous Integration / Continuous Delivery and Test Automation
concepts
 Good verbal/written communication, presentation and interpersonal skills. Demonstrated
ability to interact with clients and present to business and technical audiences;
 Strong leadership and team management ability
 Technical proficiency in the following is not necessary, but a plus:
o Familiarity with Contact Center operations and the Professional Services delivery model
o Familiarity with several programming languages (eg. Java, C#, PHP, Python)
o Knowledge of Systems Integration, LAN communications, Cloud solutions, CRM, Service
Oriented Architectures
o Familiarity with development support tools (eg. ticketing system, wikis, code reviews,
source control)
o Knowledge of databases (eg. SQL Server, Oracle)
o Understanding and administration of web servers (eg. Apache, IIS, Tomcat)
o Working knowledge of cloud platforms such as AWS
 Minimum BE/BTECH required, preferably in Computer Science / Engineering
 Willingness to Travel as necessary.