Principle Business Consultant Latin America

Summary of the Position

Business Consulting is a team that works across the Genesys technology catalogue and services, developing visionary and actionable strategies for customers and prospects, focussed on broadening the sales opportunity and relationship scope.  They work across inception through to delivery to ensure the articulated strategies are realized within the customer’s environment.  Business Consulting work closely with other Genesys resources (in particular Enterprise Architects) as well as orchestrating and managing sales opportunities by coordinating and facilitating outcomes delivered by pre-sales, professional services and account management teams.

A Business Consultant is a person responsible for assisting and influencing our customers development of strategies, recommendations and providing thought leadership to improve the operations, attainment of business goals, value and productivity improvement.

Responsibilities

• Identify, source, qualify and contact sunrise opportunities and prospects, informing their thought leadership positions in ways that are favourable to Genesys, and developing intelligence that can be used to scope sales opportunities;
• Engage with existing customers in shaping direction and technology strategy that enables future Genesys sales opportunities;
• Assist customers with the high level design and development of  platform based technology solutions (rather than point solutions);
• Develop networks and relationships within key verticals and assist sales and account teams in accessing senior executives and networking opportunities
• Participate as required with peak industry bodies within verticals in the shaping of technology policy and visioning
• Initiate or engage as required to shape and participate in VAR marketing planning, opportunity identification and development;
• Work with internal teams of SE’s, PS, BC and Account Managers as required to develop solutions, tactical responses and strategic/visioning and high level business, industry and context analyses;
• Provide assurance in solution design and delivery to ensure it meets outcomes and customer expectations;

Qualifications/Skills Required and Preferred

•  5-10  years relevant experience in the development and execution of strategic initiatives in customers service, contact centers and the back office which have delivered significant business operational and financial outcomes
•  Extensive and proven experience with the development of strategic plans, including the development of business road maps, ROI assessments, and recommendations for operational business improvements
• Substantial experience in leading business consulting engagement including planning, interviewing key stakeholders, facilitating workshops, identifying organization and process gaps, process mapping and re-engineering, and developing high quality and relevant reports
• Substantial experience in the development of business cases, financial modelling of ROI assessments, and the articulation of financial, customer and quality benefits
• Well-developed expertise in complex business requirements gathering and analysis, and articulation of findings to all levels of customer organization.
• Proven experience in the delivery of powerful, impactful and quality presentations at both senior and executive levels
• Experience in Financial/Insurance Vertical Market.
• A visionary with extensive knowledge of current and emerging trends in customers service, and ability to shape these into a compelling strategic vision relevant to a business audience;
• Deep understanding of the processes, and disciplines required to successfully manage a customer service environment including workforce management, execution of customer; service strategies, competency management and performance management;
• Sound understanding of Customer Service applications in terms of their application as a business enabler to drive business outcomes. This includes contact center, WFO, CRM, reporting and analytics tools, workflow;
• Demonstrated skills in undertaking business consulting engagements around strategy, enterprise optimization and return on investment;
• Ability to lead business consulting engagements and strong facilitation skills to leverage internal and external resources;
• Ability to manage opportunities and facilitate outcomes drawing on Genesys, partner and customer resources to achieve the financial and business objectives
• Confidence in dealing with senior executives within a customer organizations and the ability to influence decision makers;
• Excellent interpersonal, networking and presentation skills, with a proven ability to effectively communicate complex business issues in both written and verbal formats across all levels of organization management;
• Fluent English, Spanish and Portuguese.
• Strong team player supporting account management, pre-sales, and professional services resources
• Ability and willingness to travel
• Degree qualified with relevant IT / communications major

To apply, please submit your resume to michelle.sved@genesyslab.com

Genesys is an equal opportunity employer committed to diversity in the workplace.