Project Manager - Functional (Genesys)

PTR Global; Austin (TX); Hybrid; USD 90,000 - 96,000; Full time

Benefits offered by this job

Hybrid work model

Competitive hourly rate

Job summary

PTR Global in the United States is seeking a Project Manager - Functional with Genesis experience to lead the replacement of the Genesis telephony platform in a long-term contract. The role is hybrid—onsite three days per week (Tue–Thu) with Monday and Friday remote—and focuses on end-to-end project execution and cross-functional alignment for a contact center tech implementation.

You will document requirements, BRDs, and functional specs, coordinate stakeholders across operations, compliance,

Qualifications

• Experience leading complex enterprise technology projects with large-scale implementations.
• Ability to navigate ambiguous environments and define a delivery plan.
• Strong PM skills to steer conversations with business and technical stakeholders.
• Experience with Genesis telephony or similar contact center platforms.

Responsibilities

• Drive end-to-end project execution for the Genesis replacement.
• Coordinate across technical teams and business partners.
• Lead requirements and documentation and prepare for governance meetings.

Skills

Project management

Stakeholder management

Requirements gathering

Communication

Technical collaboration

Tools

Genesis Telephony

BI / Dashboards

Job description

Project Manager - Functional (Genesys experience is preferred)

Long term contract

Hybrid - 3 days onsite / week (Every Tuesday, Wednesday and Thursday is onsite, and Monday, Friday is remote)

No mid layer / No Implementation partners are Involved

Mode of Interview: Mostly 1 round virtual

Scope

Replace the Genesis telephony platform that currently handles:

• Chats
• Emails
• Routing and targeting
• Ensure visibility and reporting across the new solution (business intelligence, dashboards, etc.)

Key functional areas

• Project Management (primary critical need)
• Test Automation
• Configuration and Deployment
• Reporting / Business Intelligence / Analytics
• Potential additional technical support roles as the work scales

Primary Focus: Project Manager for Blue Nile

Role: Project Manager focused on contact center technology implementation

Core responsibilities

• Drive end‑to‑end project execution for the Genesis replacement
• “Stitch and drive” conversations across technical teams and business partners

Lead requirements and documentation

• Meet with business partners
• Write BRDs / functional specs
• Coordinate stakeholders and prepare for meetings
• Navigate complex stakeholder landscape (operations, compliance, contingent workforce, procurement)

Must-Have (Non‑Negotiable)

• Planning, tracking, risk/issue management, status reporting
• Ability to work in ambiguous environments without a fully baked plan
• Can lead and structure conversations with business and technical stakeholders
• Comfortable working with client and cross‑functional partners

Ability to get into the weeds

• Not just coordination; able to understand enough of the technology to ask good questions
• Can “pull it all together” when domain is new or unclear
• Expe with complex enterprise technology projects, ideally large‑scale implementations
• Background in Genesis telephony or similar contact center platforms
• Understanding of migration from legacy contact center systems (e.g., Genesis Engage end‑of‑life scenarios)

Blend of technical + functional

• Enough technical grounding to collaborate effectively with developers
• Strong functional PM skills to drive outcomes, not just tasks

What Hasn’t Worked Previously

Candidates who are primarily technical (developers) with limited PM capability

Strong on code / configuration, but lacking in

• Steering conversations
• Navigating stakeholders
• Owning the overall delivery narrative
• Over‑reliance on niche Genesis developers who cannot truly PM the project

Pay Range: $65/hr - $70/hr

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.