Senior Project Manager, Professional Services

Genesys

11h

About The Position

The Senior Project Manager within Professional Services is a strategic delivery leader responsible for owning the successful execution of complex, high value customer engagements. This role focuses on end to end project accountability, driving outcomes that align with customer objectives, contractual commitments, and business value realization. Operating at the intersection of delivery excellence and commercial impact, the Senior Project Manager leads large scale or strategic programs, orchestrates cross functional teams, and serves as a trusted advisor to customers and internal stakeholders. The role emphasizes proactive risk management, financial control, and customer experience, while contributing to the continuous evolution of delivery practices within Genesys Professional Services.

Requirements

7+ years of experience in IT or Professional Services project management
Proven track record of successfully delivering complex, large scale customer projects with full financial accountability
Strong experience managing enterprise customers and executive stakeholders
Demonstrated ability to manage multiple concurrent projects in a fast paced environment
Solid understanding of cloud based solutions and contact centre technologies
Excellent communication, negotiation, and stakeholder management skills

Nice To Haves

Experience in Contact Center or CX Field
Project Management certification such as PRINCE2 or PMI
Certification in IT Service Management such as ITIL
Experience with Genesys solutions and Professional Services delivery models
Exposure to global delivery environments and partner ecosystems
Experience contributing to process improvement or transformation initiatives
Strong leadership and motivational skills, with the ability to guide teams without direct line management authority
High level of customer orientation and the ability to build long-term, trusted relationships
Strategic mindset combined with a strong focus on execution
Confident presence with the ability to communicate effectively and persuasively, even in challenging situations
Strong problem-solving skills and decision-making capability in complex and dynamic environments
Excellent organizational skills with a structured and analytical working style
Flexibility and adaptability in a fast-changing environment
Strong team player with the ability to foster effective cross-functional collaboration
High level of initiative, accountability, and commitment to quality
Intercultural competence and experience working with international teams

Responsibilities

Lead end to end delivery of complex and strategic projects, ensuring alignment with scope, timeline, budget, and expected business outcomes
Act as the primary point of accountability for project success, including customer satisfaction and contractual delivery obligations
Establish strong relationships with customer stakeholders, acting as a trusted advisor throughout the engagement lifecycle
Drive program governance, including status reporting, risk and issue management, and executive level communication
Manage all financial aspects of assigned projects including forecasting, revenue tracking, margin management, and change control
Proactively identify risks and dependencies, implementing mitigation strategies to ensure successful delivery
Orchestrate cross functional teams across Professional Services, Product, Support, and Partners to ensure seamless execution
Ensure adherence to delivery methodologies, standards, and best practices while contributing to their continuous improvement
Support revenue acceleration through effective milestone management and disciplined execution
Collaborate closely with Sales, Service Engagement and Pre Sales to support project scoping, planning, and transition into delivery
Drive a culture of accountability, transparency, and customer centricity across engagements