Genesys

Senior Project Manager

Genesys • $134K — $175K *
US-Anywhere
+ 2 other locationsRemote
Enterprise Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience in a relevant field.
  • 8+ years in project management for complex tech implementations.
  • 5+ years delivering cloud, SaaS, or digital transformation projects.
  • Experience managing full project lifecycles from planning to adoption.
  • Skilled in managing cross-functional teams in global environments.
  • Strong financial oversight including budgeting and profitability management.
  • Effective communication and negotiation with senior stakeholders.

Responsibilities

  • Lead complex enterprise customer experience transformation projects, defining strategies and roadmaps.
  • Direct diverse teams across various disciplines to ensure accountability and project success.
  • Implement and adopt Genesys solutions from design through to value realization.
  • Establish governance frameworks that enhance project transparency and decision-making speed.
  • Manage project risks and changes to maintain customer and business outcomes.
  • Balance multiple enterprise engagements ensuring alignment with operational objectives.
  • Mentor project teams while improving methodologies and delivery standards.

Benefits

  • Comprehensive health benefit package.
  • 401k with company matching contributions.
  • Professional development and training opportunities.
  • Flexible work arrangements and potential for remote work.
  • Generous paid time off and holiday schedule.
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

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