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 capabilities
• Experience with Agile, Waterfall, and hybrid methodologies

Business and Technical Skills

• Understanding of enterprise software, cloud platforms, and CX technologies
• Ability to engage both technical and executive audiences
• Expertise in governance, KPI tracking, and risk management
• Proficiency with tools such as Microsoft Project, Jira, Azure DevOps, Smartsheet, and Microsoft Office

Preferred Qualifications

• PMP, PgMP, PMI-ACP, Scrum Master, or equivalent certification
• Experience with Genesys Cloud CX, Genesys Engage, or CCaaS platforms
• Experience leading cloud migration or AI-driven CX initiatives
• Familiarity with AWS, Azure, or Google Cloud Platform
• Experience supporting pre-sales and solution estimation
• Knowledge of ITIL, Prosci, Lean, or Six Sigma
• Experience in Professional Services supporting enterprise customers

Additional Requirements

• Ability to travel up to 25% based on business needs

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.

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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