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Job Title: Principal Engineering Program Manager: Genesys Cloud
Company Name: Providence
Location: Renton, WA USA
Position Type: Full Time
Post Date: 06/08/2023
Expire Date: 10/28/2023
Job Categories: Social Services, Finance/Economics, Healthcare, Practitioner and Technician, Information Technology, Law Enforcement, and Security, Military, Executive Management, Research & Development, Medical
Job Description
Principal Engineering Program Manager: Genesys Cloud


Principal Engineering Program Manager: Genesys Cloud - Enterprise Information Services - *remote within the Providence footprint of locations (WA, OR, CA, AK, MT, NM, TX)

As the Principal Engineering Program Manager for Genesys Cloud, your role will be critical in shaping the future of Contact Center Operations across Providence. You will leverage your comprehensive understanding of Genesys Cloud and related technologies to drive modernization, identify and establish standards and best practices, and guide the day to day activities of both operational processes and strategic initiatives. Your responsibility will extend from leading high-priority, complex projects, to partnering with key stakeholders and user groups across the enterprise to translate business requirements into prioritized deliverables and a strategic roadmaps.

Key Responsibilities:

  1. Provide overall leadership and direction for complex engineering programs, ensuring that project goals, objectives, and delivery commitments are met.

  2. Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities.

  3. Guide the day-to-day operations of Genesys support staff to ensure adherence to enterprise standards and best practices.

  4. Facilitate technical decision-making and manage resolution of complex issues that affect program delivery.

  5. Track and report on program status, identifying issues that may impact outcomes and initiating corrective actions.

  6. Ensure the continual alignment of program, project, and operational scope with strategic business objectives, making recommendations to modify as necessary to enhance effectiveness toward business results or strategic intent.

Required Qualifications:

  • Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering. Or equivalent educ/experience.

  • 8 years Related experience; 8-12 years preferred.

Preferred Qualifications:

  • Masters degree in engineering, Computer Science, Information Technology or a related field.

  • Deep understanding of the Genesys Cloud platform, including its technical capabilities, features, and applications in a contact center context. Certification in Genesys Cloud is highly desirable.

  • Prior work experience in modern contact center operations, including familiarity with best practices in customer experience, omnichannel communication, workforce optimization, and AI-driven interactions.

  • Demonstrable experience bringing modernization and standardization to complex technical projects and operating environments.

  • Superior leadership, communication (both written and verbal) and negotiation skills, capable of driving decision-making processes and managing stakeholder expectations in a matrixed org structure.

  • Demonstrated ability to manage and deliver on multiple concurrent projects with high efficiency and accuracy.

Salary Range by location: *hourly listed position is salaried

NorCal (Napa, Sonoma) Min: $68.90, Max: $117.31

Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez) Min: $61.41, Max: $104.56

WA Puget Sound Oregon (Portland) Alaska (Anchorage) Min: $58.92, Max: $100.31

Oregon (Hood River, Medford, Seaside) Min: $54.92, Max: $93.51

Eastern Washington (Richland, Spokane, Walla Walla) Min: $52.43, Max: $89.26

Montana Min: $47.43, Max: $80.76

Texas/ NM Min: $44.94, Max: $76.51

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Providence caregivers are not simply valued theyre invaluable. Join our team and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

About Providence

At Providence, our strength lies in Our Promise of Know me, care for me, ease my way. Working at our family of organizations means that regardless of your role, well walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.

We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Requsition ID: 187160

Company: Providence Jobs

Job Category: Development/Engineering

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Business Professional

Department: 4011 SS IS STE SRVC TRANSF

Address: WA Renton 2001 Lind Ave SW

Work Location: Providence Southgate 2-Renton

Pay Range: $see job posting - $see job posting

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

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Company Name: Providence
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