Lead complex enterprise customer engagements that modernize contact centers, elevate customer experiences, and accelerate adoption of Genesys solutions. As a Senior Project Manager within Genesys Professional Services, you will own end-to-end delivery of high-visibility cloud, SaaS, and customer experience transformation initiatives, balancing customer objectives, delivery quality, financial performance, and measurable business outcomes.
Operating with significant autonomy, you will serve as a trusted advisor to customer executives while leading geographically distributed teams across solution architecture, consulting, engineering, change management, operations, and strategic partners. You will establish clear governance, accelerate decision-making, manage complex dependencies, and guide customers from discovery and solution design through deployment, transition, adoption, and value realization.
Key Responsibilities
- Lead end-to-end delivery of complex enterprise customer experience transformation programs, establishing execution strategies, governance, success criteria, and delivery roadmaps that 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.
- Drive implementation and adoption of Genesys solutions across the complete engagement lifecycle, including discovery, solution design, planning, execution, testing, go-live, transition to support, adoption, 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 recognition, 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 and sponsors and Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partner organizations to remove barriers and sustain project momentum.
- Lead executive steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions, providing actionable visibility into project health, financial performance, risks, dependencies, and required 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, 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
- Bring a bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
- Demonstrate 8 or more years of project or program management experience leading complex enterprise technology implementations.
- Demonstrate 5 or more years of experience delivering cloud, SaaS, contact center, customer experience, or digital transformation initiatives.
- Demonstrate success managing enterprise customer engagements across the complete project lifecycle, from planning through production, transition, adoption, and value realization.
- Lead geographically distributed, cross-functional teams effectively within global matrix organizations.
- Manage project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, and resource planning.
- Communicate with executive presence and effectively advise, negotiate with, and influence senior customer and internal stakeholders.
- Apply strong leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities.
- Influence multidisciplinary teams and executive stakeholders effectively without relying on direct authority.
- Apply Agile, Waterfall, and hybrid methodologies appropriately to complex enterprise technology projects.
- Understand enterprise software implementations, cloud technologies, and customer experience platforms.
- Translate technical concepts and business priorities effectively for both technical and executive audiences.
- Apply expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement.
- Use project and collaboration platforms such as Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet.
- Travel up to 25 percent based on customer engagement and business needs.
Preferred Qualifications
- Hold a PMP, PgMP, PMI-ACP, Scrum Master, or equivalent project or program management certification.
- Bring experience implementing Genesys Cloud CX or comparable enterprise CCaaS platforms.
- Lead or contribute to cloud migration or AI-enabled customer experience transformation programs.
- Demonstrate familiarity with AWS, Microsoft Azure, or Google Cloud Platform.
- Support pre-sales consulting, solution estimation, Statements of Work, and proposal development.
- Apply knowledge of ITIL, Prosci Change Management, Lean, or Six Sigma methodologies.
- Bring experience working within enterprise Professional Services organizations supporting large, complex customers, including Fortune 1000 organizations.
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
