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.

About the role

The Senior Project Manager, Professional Services is a strategic leader responsible for delivering complex enterprise customer engagements that drive measurable business outcomes and exceptional customer experiences. This role leads end-to-end implementations of contact center and CX transformation initiatives, partnering with customers and cross-functional teams to ensure successful execution. The position requires strong leadership, executive communication, and the ability to influence across a global, matrixed organization.

Responsibilities

• Lead end-to-end delivery of complex enterprise projects, ensuring alignment with scope, schedule, budget, quality standards, and customer objectives
• Direct cross-functional teams including architects, consultants, developers, engineers, analysts, trainers, and customer stakeholders
• Develop and execute comprehensive project plans including resource strategies, financial forecasts, governance models, and communication plans
• Drive implementation across all phases including discovery, design, execution, testing, go-live, and transition to support
• Establish governance frameworks including steering committees, reporting cadences, and decision-making structures
• Identify and proactively manage risks, issues, dependencies, and change requests
• Manage multiple concurrent engagements while maintaining delivery quality and timelines
• Apply Agile, Waterfall, or hybrid methodologies based on project needs
• Lead geographically distributed teams across multiple workstreams
• Serve as primary point of contact and trusted advisor throughout the engagement lifecycle
• Build strong relationships with customer executives, sponsors, and internal stakeholders
• Collaborate with Sales, Customer Success, Product, Support, Finance, and partner teams
• Facilitate executive meetings, project kickoffs, and strategic workshops
• Communicate project status, financials, risks, and key decisions to all levels of stakeholders
• Manage expectations while driving adoption and long-term customer success
• Own project financial performance including budgeting, forecasting, revenue, and profitability
• Optimize resource allocation across multiple projects
• Manage scope and commercial impacts through structured change management processes
• Align project execution with customer business objectives and measurable outcomes
• Identify opportunities to expand customer value through additional services and solutions
• Support pre-sales activities including scoping, estimation, and proposal development
• Provide guidance on CX transformation, organizational readiness, and change management
• Provide mentorship and matrix leadership across delivery teams
• Drive consistency and adherence to Professional Services methodologies
• Champion continuous improvement across delivery processes and tools
• Ensure documentation and governance artifacts are complete and compliant

Requirements

• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, or related field, or equivalent experience
• 8+ years of project or program management experience in enterprise technology environments
• 5+ years delivering cloud, SaaS, contact center, or CX transformation programs
• Proven experience managing full lifecycle enterprise implementations
• Experience leading global, cross-functional teams in matrix organizations
• Strong track record managing project financials including forecasting and profitability
• Demonstrated success delivering enterprise CX or contact center programs
• Strong executive communication, negotiation, and stakeholder management skills
• Ability to influence without direct authority
• Strong analytical and problem-solving capabilities
• Experience with Agile, Waterfall, and hybrid methodologies
• Understanding of enterprise software, cloud platforms, and CX technologies
• Ability to engage both technical and executive audiences
• Expertise in governance, KPI tracking, and risk management
• Proficiency with tools such as Microsoft Project, Jira, Azure DevOps, Smartsheet, and Microsoft Office
• Ability to travel up to 25% based on business needs

Preferred Qualifications

• PMP, PgMP, PMI-ACP, Scrum Master, or equivalent certification
• Experience with Genesys Cloud CX, Genesys Engage, or CCaaS platforms
• Experience leading cloud migration or AI-driven CX initiatives
• Familiarity with AWS, Azure, or Google Cloud Platform
• Experience supporting pre-sales and solution estimation
• Knowledge of ITIL, Prosci, Lean, or Six Sigma
• Experience in Professional Services supporting enterprise customers

Pay

$130,500.00 - $229,500.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

About Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys