Summary
Posted: Sep 28, 2024
Role Number:200564468
Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. We are seeking a highly skilled and technical Genesys Engage to Genesys Cloud Migration Project Manager. The ideal candidate will have extensive experience with both Genesys Engage and Genesys Cloud platforms, and will be responsible for end to end project management and migration of our existing Genesys Engage environment to Genesys Cloud. This role requires deep technical expertise, strong problem-solving skills, and the ability to work cross-functionally with other teams to ensure a flawless transition. This person is proactive, driven, and loves working in a fast paced and at times ambiguous environment where their work helps clarify and set direction for the processes and technologies that they'll touch. We're looking for an excellent project leader, an innovator, a deep thinker, a relationship builder, a phenomenal communicator, a team builder, and someone who works comfortably within the details but without losing sight of the larger strategy we're driving. If this sounds like you, we'd love to talk with you!
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Description
We're looking for an exceptional Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a PM, and has a consistent record of leading diverse and complex projects from conception through implementation in the Genesys Engage to Cloud CX landscape. In this role, you will traverse an array of project/program management skills (ex. business analytics, process mapping and optimization, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to a best in class Customer Contact system platform. - Conduct a thorough assessment of the current Genesys Engage environment, including architecture, integrations, and dependencies. - Develop a detailed migration plan, including timelines, resource requirements, risk management, and mitigation strategies. - Lead discussions about the design of the target Genesys Cloud architecture, ensuring scalability, reliability, and compliance with standard methodologies. - Lead teams through thorough testing and validation of the new environment to ensure all functionalities are working as expected. - Lead all phases of projects within their portfolio, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), organizational change, user/integration/production testing, project cutover/launches, retrospectives, and closeout. Be the voice of their body of work. - Communicate optimally and clearly to all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.
- 4+ years of relevant professional experience working within a product, project, or program management role
- 4+ years of experience with Genesys Engage or CloudCx platform.
- Knowledge of networking concepts, VoIP, SIP, and telecommunication systems.
Preferred Qualifications
- Proven experience in migrating from Genesys Engage to Genesys Cloud.
- Deep understanding of Genesys Engage architecture, components, and functionalities.
- Proficient in Genesys Cloud platform, including architecture, APIs, and integration capabilities.
- Excellent problem-solving and analytical skills.
- Strong communication and social skills.
- Ability to work independently and as part of a team.
- Meticulous with strong organizational skills.
- Genesys Certified Professional (GCP) in Engage and/or Cloud.
- amiliarity with cloud-based infrastructure (AWS, Azure, etc.)
- Bachelors, Masters, or MBA or equivalent experience.
Education & Experience
Additional Requirements
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- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.