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.

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.

Key Responsibilities

Project Leadership and Delivery

• 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

Customer and Stakeholder Management

• 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

Financial and Resource Management

• 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

Strategic Consulting and Business Growth

• 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

Leadership and Continuous Improvement

• 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

Required Qualifications

Education

• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, or related field, or equivalent experience

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

Leadership and Delivery Skills

• 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 capabiliti