Senior Project Manager

Genesys is hiring a Senior Project Manager within its Professional Services organization to lead complex enterprise customer experience transformations and implementations of its solutions. The role owns end-to-end delivery, customer and executive governance, cross-functional team leadership, financial performance, and customer adoption and value realization.

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

Requirements:

• 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
• 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