Senior Project Manager

Genesys; Toronto; On-site; CAD 187,000 - 245,000; Full time

Benefits offered by this job

Flexible work culture

Learning & development

Volunteer time off

Well-being resources

Education support

Job summary

Genesys is seeking a Senior Project Manager to lead end-to-end delivery of enterprise CX transformation projects. You will manage geographically distributed teams across architecture, consulting, engineering, and operations, guiding them from discovery through deployment and adoption.

You will balance customer objectives with delivery quality, financial performance, and measurable business outcomes. You will act as a trusted advisor to customer executives, establish governance, and drive value

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or related field, or equivalent professional experience.
• 8+ years of project or program management experience leading complex enterprise technology implementations.
• 5+ years delivering cloud, SaaS, contact center, CX, or digital transformation initiatives.
• Demonstrated success managing enterprise customer engagements across the complete project lifecycle.

Responsibilities

• Lead end-to-end delivery of complex enterprise customer experience transformation projects, establishing strategy, governance, success criteria, and delivery roadmap.
• Direct cross-functional and geographically distributed teams across solution architecture, consulting, development, cloud, and telecoms engineering, business analysis, training, QA, operations, change management, and partners.
• Drive implementation and adoption of Genesys solutions from discovery to go-live and value realization.
• Establish executive governance, steering committees, cadence, KPIs, and decision frameworks to improve transparency and predictability.
• Anticipate and manage risks, issues, dependencies, changes, ensuring customer outcomes and financial performance.

Skills

Project management

Cloud/SaaS delivery

Enterprise engagement management

Cross-functional leadership

Budgeting & finance

Executive communication

Stakeholder management

Influence without authority

Hybrid methodologies

CX platforms & cloud tech

Technical communication

Governance & KPIs

PM tools: MS Project/Jira

Travel willingness

Education

Bachelor's degree

Tools

Microsoft Project

Microsoft 365

Teams

SharePoint

Jira

Azure DevOps

Smartsheet

Job description

Be the one building AI-powered experiences where they matter most

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Lead complex enterprise customer engagements that modernize contact centers, improve 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 directing geographically distributed teams across solution architecture, consulting, engineering, change management, operations, and strategic partners. Your leadership will establish clear governance, accelerate decisions, manage complex dependencies, and guide customers from discovery and solution design through deployment, transition, and adoption.

At Genesys, we are advancing customer experiences through AI-powered innovation, cloud technology, automation, and a focus on helping organizations create better interactions for their customers. This role provides exposure to strategic enterprise initiatives and senior leaders while expanding your expertise in large-scale transformation, executive stakeholder management, commercial performance, and Professional Services leadership.

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

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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Be the one building what's next - where AI, experience and impact come together.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.