Senior PS Project Manager

About the role

Position Summary: The Senior Project Manager, Professional Services is a strategic leader within the Genesys Professional Services organization, responsible for delivering complex customer engagements that drive business value and successful outcomes. This role leads cross-functional teams, manages stakeholder relationships, and ensures projects are executed on time, within budget, and aligned with customer objectives and organizational priorities.

Key Responsibilities:

• Lead end-to-end delivery of complex enterprise and customer-facing projects, ensuring alignment with strategic objectives, scope, schedule, budget, quality standards, and customer expectations.
• Develop and manage comprehensive project plans, resource strategies, budgets, RAID logs, governance frameworks, executive reporting, and key delivery artifacts.
• Drive successful implementation of Genesys solutions through all project phases, including discovery, solution design, estimation, execution, go-live, transition to support, and customer adoption.
• Facilitate executive steering committees, project kickoffs, client workshops, governance reviews, and cross-functional stakeholder engagements.
• Serve as the primary escalation point for project risks, issues, dependencies, assumptions, and change requests, ensuring timely resolution and minimal delivery impact.
• Establish and maintain project governance, communication strategies, reporting cadence, and accountability frameworks to promote transparency and delivery excellence.
• Monitor project performance through KPIs, governance reviews, and continuous improvement initiatives, implementing corrective actions as needed to achieve business objectives.
• Successfully manage multiple concurrent projects, stakeholders, and priorities while consistently meeting deadlines and maintaining high-quality delivery standards.
• Cook up coordination geographically distributed teams and cross-functional resources to drive execution, collaboration, and successful project outcomes.
• Led the development, presentation, and approval of project change requests, effectively managing scope, schedule, budget, and resource impacts while maintaining alignment with customer objectives and delivery commitments.

Customer & Stakeholder Management:

• Build and maintain strong relationships with customers, partner executives, internal account teams, and executive sponsors.
• Partner with Sales, Professional Services, Customer Success, Product, Support, IT, Operations, Finance, vendors, and partners to ensure stakeholder alignment and project success.
• Manage customer expectations, monitor customer feedback, proactively address concerns, and maintain high levels of customer satisfaction.
• Communicate project goals, priorities, expectations, status, risks, and decisions effectively across all stakeholder levels.

Financial & Resource Management:

• Manage project financial performance, including budgets, forecasts, revenue, profitability, utilization, and margin objectives.
• Ensure appropriate resource allocation and alignment to achieve project milestones, delivery commitments, and business targets.
• Deliver projects within approved scope, schedule, budget, and quality standards.

Business Growth & Strategic Consulting:

• Identify and manage project expansion opportunities, including change requests and additional Genesys solution recommendations.
• Support pre-sales activities, proposal development, estimations, business case development, and RFP responses.
• Partner with customers to maximize business value, solution adoption, and long-term success.

Leadership, Mentorship & Continuous Improvement:

• Provide matrix leadership, strategic direction, and mentorship to project managers and delivery teams on complex engagements.
• Guide teams in onboarding new customers and delivering a seamless implementation experience.
• Recommend and implement process improvements, delivery best practices, operational efficiencies, organizational change management, and adoption strategies.
• Ensure project documentation, decisions, and deliverables are complete, current, auditable, and aligned with organizational standards.

Requirements

• Education & Certifications: Bachelor’s degree in Business, Computer Science, Information Technology, or a related field; advanced degree preferred. PMP certification preferred.
• Experience: 5+ years of experience in Professional Services, enterprise software delivery, program management, or related business functions. Proven experience leading complex contact center, cloud, SaaS, or customer experience (CX) technology implementations. Demonstrated success delivering and supporting complex technology engagements in customer-facing environments. 3+ years of experience leading geographically distributed teams. Experience with project financial performance through budget planning, forecasting, resource allocation, and capacity management, ensuring delivery objectives, profitability targets, and customer commitments were consistently achieved.
• Leadership & Delivery Skills: Proven leadership in mentoring project managers, driving team performance, and aligning delivery execution to strategic business objectives. Strong executive communication, stakeholder management, and cross-functional collaboration skills. Strong organizational, analytical, and problem-solving capabilities with a focus on execution, accountability, and results. Advanced proficiency in Microsoft Office Suite (Excel, Project, PowerPoint, Word, Outlook, Teams, and SharePoint), with extensive experience creating executive presentations, project documentation, governance materials, dashboards, and status & performance reports.
• Business & Operational Skills: Expertise in budgeting, forecasting, KPI management, reporting, resource planning, and process improvement. Technical depth and business acumen to effectively engage with both technical and non-technical stakeholders.

Preferred Qualifications

• Limited working proficiency in French.