Genesys is looking for an experienced Senior Project Manager to lead complex customer experience (CX) and contact center transformation programs for global enterprise customers. In this role, you will own the end-to-end delivery of strategic cloud and AI-powered customer experience solutions, partnering with customers and cross-functional teams to drive successful implementations that deliver measurable business outcomes.
As a trusted advisor, you will collaborate with customer executives, consultants, solution architects, engineers, Customer Success, and Sales throughout every phase of the engagement, from project initiation and solution design through deployment, go-live, and transition to support. Your leadership, business acumen, and ability to navigate complex enterprise environments will be instrumental in helping customers maximize the value of their Genesys investment.
If you're passionate about leading transformational programs, building trusted customer relationships, and delivering exceptional outcomes, this is an opportunity to shape the future of AI-powered customer experience alongside one of the industry's leading cloud platforms.
Key Responsibilities- Lead the successful delivery of complex enterprise CX, contact center, and cloud transformation programs from project initiation through deployment and transition to support.
- Serve as the primary project leader and trusted advisor for enterprise customers, building strong relationships with executive stakeholders throughout the engagement.
- Define project governance, success metrics, communication plans, and implementation strategies that align with customer business objectives.
- Lead geographically distributed, cross-functional teams including consultants, solution architects, technical resources, partners, and customer stakeholders.
- Manage project scope, schedule, budget, forecasting, utilization, resource planning, risks, issues, and dependencies to ensure predictable, high-quality delivery.
- Facilitate executive steering committees, governance reviews, and project status meetings while providing proactive communication and executive-level reporting.
- Oversee implementation activities including discovery, solution design, configuration, testing, deployment, change management, go-live, and knowledge transfer.
- Identify opportunities to expand customer value through additional Professional Services offerings, increased platform adoption, and long-term strategic partnerships.
- Drive delivery excellence by applying Professional Services methodologies, governance standards, and continuous improvement best practices.
- Mentor project team members while fostering collaboration, accountability, and operational excellence.
Required Qualifications- Bachelor's degree or equivalent combination of education and professional experience.
- 8+ years of project or program management experience delivering enterprise software, SaaS, cloud, or digital transformation initiatives.
- 5+ years leading large-scale customer implementations within Professional Services, Consulting, Technology, or Customer Success organizations.
- Demonstrated success managing enterprise implementations with executive-level customer stakeholders.
- Strong experience managing project financials, including budgeting, forecasting, utilization, profitability, and resource planning.
- Proven ability to lead geographically distributed, cross-functional teams across global environments.
- Experience managing projects using Agile, Waterfall, and Hybrid delivery methodologies.
- Outstanding communication, executive presentation, stakeholder management, negotiation, and influencing skills.
- Strong organizational skills with the ability to manage multiple complex customer engagements simultaneously.
Preferred Qualifications- Project Management Professional (PMP), PgMP, Scrum Master, or equivalent certification.
- Experience implementing Genesys Cloud CX, Genesys Engage, or other Contact Center as a Service (CCaaS) platforms.
- Experience delivering enterprise cloud solutions using Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
- Experience using Microsoft Project, Jira, Azure DevOps, Smartsheet, Planview, or similar project management tools.
- Experience supporting Fortune 1000 or global enterprise organizations.
- Knowledge of AI-powered customer experience technologies, omnichannel engagement, workforce engagement management, or enterprise digital transformation initiatives.
Success in This RoleIn this role, you will:
- Deliver enterprise implementations on time, within budget, and with exceptional customer satisfaction.
- Build trusted partnerships with executive stakeholders across customer organizations.
- Successfully manage multiple strategic customer programs while balancing competing priorities.
- Drive adoption of Genesys solutions that improve customer experience and deliver measurable business value.
- Champion delivery excellence through collaboration, mentorship, and continuous improvement across the Professional Services organization.
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
