Senior Project Manager

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, elevate 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 leading geographically distributed teams across solution architecture, consulting, engineering, change management, operations, and strategic partners. You will establish clear governance, accelerate decision-making, manage complex dependencies, and guide customers from discovery and solution design through deployment, transition, adoption, and value realization.

At Genesys, we create better customer and employee experiences through AI-powered innovation, cloud technology, and automation. This role offers the opportunity to Go Big by leading strategic enterprise transformations, Fly in Formation across global teams and customer organizations, and Embrace Empathy by connecting customer needs with solutions that deliver meaningful business outcomes.

Key Responsibilities

• Lead end-to-end delivery of complex enterprise customer experience transformation programs, establishing execution strategies, governance, success criteria, and delivery roadmaps that 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.

• Drive implementation and adoption of Genesys solutions across the complete engagement lifecycle, including discovery, solution design, planning, execution, testing, go-live, transition to support, adoption, 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 recognition, 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 and sponsors and Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partner organizations to remove barriers and sustain project momentum.

• Lead executive steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions, providing actionable visibility into project health, financial performance, risks, dependencies, and required 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, 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.

Required Qualifications

• Bring a bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.

• Demonstrate 8 or more years of project or program management experience leading complex enterprise technology implementations.

• Demonstrate 5 or more years of experience delivering cloud, SaaS, contact center, customer experience, or digital transformation initiatives.

• Demonstrate success managing enterprise customer engagements across the complete project lifecycle, from planning through production, transition, adoption, and value realization.

• Lead geographically distributed, cross-functional teams effectively within global matrix organizations.

• Manage project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, and resource planning.

• Communicate with executive presence and effectively advise, negotiate with, and influence senior customer and internal stakeholders.

• Apply strong leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities.

• Influence multidisciplinary teams and executive stakeholders effectively without relying on direct authority.

• Apply Agile, Waterfall, and hybrid methodologies appropriately to complex enterprise technology projects.

• Understand enterprise software implementations, cloud technologies, and customer experience platforms.

• Translate technical concepts and business priorities effectively for both technical and executive audiences.

• Apply expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement.

• Use project and collaboration platforms such as Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet.

• Travel up to 25 percent based on customer engagement and business needs.

Preferred Qualifications

• Hold a PMP, PgMP, PMI-ACP, Scrum Master, or equivalent project or program management certification.

• Bring experience implementing Genesys Cloud CX or comparable enterprise CCaaS platforms.

• Lead or contribute to cloud migration or AI-enabled customer experience transformation programs.

• Demonstrate familiarity with AWS, Microsoft Azure, or Google Cloud Platform.

• Support pre-sales consulting, solution estimation, Statements of Work, and proposal development.

• Apply knowledge of ITIL, Prosci Change Management, Lean, or Six Sigma methodologies.

• Bring experience working within enterprise Professional Services organizations supporting large, complex customers, including Fortune 1000 organizations.

Compensation

This role has a market-competitive salary with an anticipated base compe