Genesys

Senior Project Manager

Genesys • $134K — $175K *
Toronto, ON M3C 0E3Hybrid
Enterprise Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, IT, Computer Science, Engineering, or related field, or equivalent experience
  • 8+ years of project or program management experience in complex enterprise technology implementations
  • 5+ years of experience delivering cloud, SaaS, contact center, or digital transformation initiatives
  • Proven experience managing enterprise customer engagements across the full project lifecycle
  • Strong background leading cross-functional teams in global matrix organizations
  • Expertise in project governance, KPI reporting, financial management, and risk management

Responsibilities

  • Lead the delivery of enterprise customer experience transformation projects and define strategies for execution
  • Direct cross-functional teams and maintain accountability across interconnected workstreams
  • Drive the implementation and adoption of Genesys solutions from design to value realization
  • Establish governance and communication strategies that improve project transparency and decision-making
  • Manage risks, project issues, and dependencies while implementing mitigation strategies
  • Oversee multiple concurrent engagements, ensuring alignment with organizational priorities and commitments
  • Champion continuous improvement and best practices to enhance delivery performance

Benefits

  • Opportunity to work with a leading cloud and customer experience solutions provider
  • Mentorship and professional development opportunities within a collaborative team
  • Dynamic work environment with exposure to cross-functional teams
  • Travel opportunities to work directly with clients and enhance engagement
  • Participation in continuous improvement initiatives and project management methodologies
Full Job Description
Key Responsibilities:
  • Lead end-to-end delivery of complex enterprise customer experience transformation projects, establishing the execution strategy, governance, success criteria, and delivery roadmap required to 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 to maintain accountability across interconnected workstreams
  • Drive successful implementation and adoption of Genesys solutions from discovery and solution design through planning, execution, testing, go-live, transition to support, 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 management, 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, sponsors, Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partner organizations to remove barriers and maintain project momentum
  • Lead executive steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions that provide actionable visibility into project health, financial performance, risks, dependencies, and 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 while 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:
  • Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience
  • 8+ years of project or program management experience leading complex enterprise technology implementations
  • 5+ years of experience delivering cloud, SaaS, contact center, customer experience (CX), or digital transformation initiatives
  • Demonstrated success managing enterprise customer engagements across the complete project lifecycle, from planning through production, transition, and adoption
  • Strong background leading geographically distributed, cross-functional teams within global matrix organizations
  • Proven experience managing project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource planning
  • Demonstrated executive presence and ability to communicate with, advise, negotiate with, and influence senior customer and internal stakeholders
  • Exceptional leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities
  • Proven ability to influence multidisciplinary teams and executive stakeholders without direct authority
  • Experience applying Agile, Waterfall, and hybrid methodologies to complex enterprise technology projects
  • Strong understanding of enterprise software implementations, cloud technologies, and customer experience platforms
  • Technical aptitude and business acumen to communicate effectively with both technical and executive audiences
  • Expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement
  • Proficiency with project and collaboration platforms such as Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet
  • Ability to travel up to 25 percent to support customer engagements and business needs


Preferred Qualifications:
  • PMP, PgMP, PMI-ACP, Scrum Master, or equivalent project or program management certification
  • Experience implementing Genesys Cloud CX, Genesys Engage, or comparable enterprise CCaaS platforms
  • Experience leading cloud migration or AI-enabled customer experience transformation programs
  • Familiarity with AWS, Microsoft Azure, or Google Cloud Platform
  • Experience supporting pre-sales consulting, solution estimation, Statements of Work, and proposal development
  • Knowledge of ITIL, Prosci Change Management, Lean, or Six Sigma methodologies
  • Experience working within enterprise Professional Services organizations supporting Fortune 1000 customers


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.

$134,000.00 - 175,900.00

About Genesys

Genesys is a cloud-based customer experience and call center solution provider. The company was founded in 1990 and is headquartered in Daly City, California. Genesys provides customer experience solutions that include contact center and workforce optimization software, as well as analytics and artificial intelligence capabilities. The company serves a variety of industries, including banking, healthcare, insurance, and telecommunications. Genesys has more than 10,000 customers in over 100 countries.
Learn more about Genesys
Size
5,000 employees
Industry
Enterprise Technology
Founded
1990
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Genesys

More Enterprise Technology Jobs

Find similar Senior Project Manager jobs:

NationwideToronto, ON