Senior Project Manager

Genesys Cloud Services

22h•$134,000 - $175,900•Hybrid

About The Position

Be the one building AI-powered experiences where they matter most At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Lead complex enterprise customer engagements that modernize contact centers, improve customer experiences, and accelerate adoption of Genesys solutions. As a Senior Project Manager within Genesys Professional Services, you will own end-to-end delivery of high-visibility cloud, SaaS, and customer experience transformation initiatives, balancing customer objectives, delivery quality, financial performance, and measurable business outcomes. Operating with significant autonomy, you will serve as a trusted advisor to customer executives while directing geographically distributed teams across solution architecture, consulting, engineering, change management, operations, and strategic partners. Your leadership will establish clear governance, accelerate decisions, manage complex dependencies, and guide customers from discovery and solution design through deployment, transition, and adoption. At Genesys, we are advancing customer experiences through AI-powered innovation, cloud technology, automation, and a focus on helping organizations create better interactions for their customers. This role provides exposure to strategic enterprise initiatives and senior leaders while expanding your expertise in large-scale transformation, executive stakeholder management, commercial performance, and Professional Services leadership.

Requirements

Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience
8+ years of project or program management experience leading complex enterprise technology implementations
5+ years of experience delivering cloud, SaaS, contact center, customer experience (CX), or digital transformation initiatives
Demonstrated success managing enterprise customer engagements across the complete project lifecycle, from planning through production, transition, and adoption
Strong background leading geographically distributed, cross-functional teams within global matrix organizations
Proven experience managing project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource planning
Demonstrated executive presence and ability to communicate with, advise, negotiate with, and influence senior customer and internal stakeholders
Exceptional leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities
Proven ability to influence multidisciplinary teams and executive stakeholders without direct authority
Experience applying Agile, Waterfall, and hybrid methodologies to complex enterprise technology projects
Strong understanding of enterprise software implementations, cloud technologies, and customer experience platforms
Technical aptitude and business acumen to communicate effectively with both technical and executive audiences
Expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement
Proficiency with project and collaboration platforms such as Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet
Ability to travel up to 25 percent to support customer engagements and business needs

Nice To Haves

PMP, PgMP, PMI-ACP, Scrum Master, or equivalent project or program management certification
Experience implementing Genesys Cloud CX, Genesys Engage, or comparable enterprise CCaaS platforms
Experience leading cloud migration or AI-enabled customer experience transformation programs
Familiarity with AWS, Microsoft Azure, or Google Cloud Platform
Experience supporting pre-sales consulting, solution estimation, Statements of Work, and proposal development
Knowledge of ITIL, Prosci Change Management, Lean, or Six Sigma methodologies
Experience working within enterprise Professional Services organizations supporting Fortune 1000 customers

Responsibilities

Lead end-to-end delivery of complex enterprise customer experience transformation projects, establishing the execution strategy, governance, success criteria, and delivery roadmap required to achieve customer and business outcomes
Direct cross-functional and geographically distributed teams across solution architecture, consulting, development, cloud and telecommunications engineering, business analysis, training, quality assurance, operations, change management, customer stakeholders, and strategic partners to maintain accountability across interconnected workstreams
Drive successful implementation and adoption of Genesys solutions from discovery and solution design through planning, execution, testing, go-live, transition to support, and value realization
Establish executive governance, steering committees, communication cadences, project metrics, KPIs, and decision frameworks that improve transparency, accelerate decisions, and strengthen delivery predictability
Anticipate and manage project risks, issues, dependencies, assumptions, and change requests, implementing mitigation strategies that protect customer outcomes, financial performance, and delivery commitments
Manage multiple concurrent enterprise engagements while maintaining alignment across scope, schedule, budget, quality, contractual commitments, customer satisfaction, and organizational priorities
Own project financial performance through disciplined budgeting, forecasting, revenue management, profitability and margin oversight, utilization planning, resource management, and scope governance
Optimize resource allocation across engagements to balance customer commitments, delivery capacity, utilization, and business objectives
Drive alignment among customer executives, sponsors, Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partner organizations to remove barriers and maintain project momentum
Lead executive steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions that provide actionable visibility into project health, financial performance, risks, dependencies, and decisions
Strengthen customer adoption and value realization by connecting project execution to strategic business objectives and identifying opportunities to extend value through Genesys solutions, services, and transformation initiatives
Support pre-sales engagements through project estimation, Statements of Work, implementation strategies, proposal development, and RFP responses that establish achievable delivery and commercial expectations
Advise customers on customer experience transformation, organizational readiness, and change management practices that support sustainable adoption of cloud, AI, automation, and modern CX capabilities
Mentor Project Managers and delivery teams while advancing Professional Services methodologies, governance standards, reporting practices, and execution consistency across complex engagements
Champion continuous improvement by translating delivery insights into scalable processes, tools, governance practices, and project management capabilities that strengthen customer experience and Professional Services performance