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 compensation range listed below. 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

Click here to view a summary overview of our Benefits.

Working at 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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.