Sr. Professional Services Project Manager

Genesys

5d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Job Summary As a Sr. Professional Services Project Manager at Genesys, you will drive excellence in the delivery and implementation of customer experience solutions for our clients. This role is pivotal in ensuring projects are delivered on time, within scope, and with the highest standards of quality and customer satisfaction. You will collaborate closely with cross-functional teams, including Sales, Product, and Global Services, to create seamless customer experiences and achieve strategic outcomes. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that’s redefining how companies engage with their customers.

Requirements

Bachelor’s degree or higher in Business, Computer Science, or a related field.
Minimum 5 years of hands-on Professional Services experience, preferably within enterprise software or technology environments.
At least 3 years of leadership experience in managing or guiding project teams.
Proven success in selling, delivering, and supporting complex projects.
Demonstrated ability to lead geographically distributed teams in a matrix environment.
Strong communication and stakeholder management skills, including executive-level interactions.
Ability to collaborate with technical and non-technical teams effectively.
Excellent organizational and leadership skills, with the ability to prioritize and manage multiple initiatives simultaneously.
Strong problem-solving and analytical thinking abilities.
Ability to travel up to 30% to support client engagements and business needs.

Responsibilities

Lead successful implementation of Professional Services projects for Genesys clients, ensuring excellence in delivery and customer satisfaction.
Develop and maintain comprehensive project plans, manage milestones, and conduct client meetings to ensure alignment and timely delivery.
Collaborate with Sales, Account Management, and Delivery teams to shape deals and identify growth opportunities, including change requests and product recommendations.
Serve as a matrix leader on large, complex projects by coordinating multiple project managers and ensuring project success through effective communication and governance.
Build and maintain strong relationships with customers, partners, and Genesys leadership to drive long-term client success.
Ensure projects are delivered within scope, schedule, and budget, while achieving target revenue and margin goals.
Provide leadership and guidance throughout the project lifecycle, including discovery, estimation, delivery, and post-implementation support.
Drive process improvements and recommend best practices that enhance operational efficiency and project quality.
Monitor performance metrics and customer feedback to ensure high satisfaction scores and continuous improvement.
Support the development of project management capabilities across the Professional Services organization through mentoring and knowledge sharing.