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.

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.

At Genesys, we're shaping the future of customer experience through AI-driven innovation, cloud technology, and a relentless focus on customer success. Join a global organization that values collaboration, diversity, and excellence, where you'll have the opportunity to lead transformative initiatives, solve complex business challenges, and deliver meaningful outcomes for customers worldwide. At Genesys, your expertise and leadership will help drive innovation, create lasting impact, and contribute to a culture of continuous growth and achievement.

Key Responsibilities

Project Delivery & Leadership

• 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.
• Coordinate 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.

Required Qualifications

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.

Additional Requirements

• Ability to travel up to 25%.

Preferred Qualifications

• Limited working proficiency in French.

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.

$130,500.00 - $229,500.00

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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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, visit www.genesys.com.

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 and veteran status, and other protected characteristics.

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