Senior Project Manager

Genesys; Florida; Hybrid; USD 131,000 - 230,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance.

Telehealth coverage

Flexible work schedules and work from

Job summary

Genesys seeks a Senior Project Manager in Professional Services to lead end-to-end delivery of cloud, SaaS, and CX transformation initiatives for enterprise customers. You will oversee governance, budgets, and cross-functional teams across architecture, consulting, engineering, and operations.

You will mentor other project managers, manage risks, and drive value realization while collaborating with executives and partner networks.

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
• Strong background leading geographically distributed, cross-functional teams within global matrix organizations
• Proven experience managing project financial performance including budgeting, forecasting, revenue recognition, profitability, margins, utilization, and resource planning
• Demonstrated executive presence and ability to communicate with, advise, negotiate with, and influence senior customer and internal stakeholders
• 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

Responsibilities

• Lead end-to-end delivery of complex enterprise customer experience transformation projects, establishing execution strategy and delivery roadmap
• Direct cross-functional and geographically distributed teams to maintain accountability across interconnected workstreams
• Drive implementation and adoption of Genesys solutions from discovery through value realization
• Establish executive governance, steering committees, and KPI reporting to improve transparency and delivery predictability
• Anticipate and mitigate project risks, issues, dependencies, and change requests
• Manage multiple concurrent enterprise engagements balancing scope, schedule, budget and quality
• Own project financial performance including budgeting, forecasting, revenue recognition, profitability and margins
• Optimize resource allocation across engagements to balance commitments and business objectives
• Drive alignment among executives, Sponsors, Sales, CS, Product, and Partners to remove barriers
• Lead steering committees, governance reviews, and project kickoffs with executives for visibility into health and decisions
• Strengthen adoption and value realization by linking delivery to business objectives and additional services
• Support pre-sales engagements through estimation, SOWs, and proposal development
• Advise on transformation, readiness, and change management for cloud, AI, and modern CX capabilities
• Mentor Project Managers and delivery teams to improve governance and execution
• Champion continuous improvement by translating insights into scalable processes and tools

Skills

Project management

Cloud/SaaS CX

Executive stakeholder mgmt

Agile/Waterfall/hybrid

Budgeting/Forecasting

Jira/Azure DevOps/Smartsheet

Travel up to 25%

Education

Bachelor's degree or equivalent

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 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, 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 recognition, 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 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.

$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

Click here to view a summary overview of our Benefits.

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

What Happens After You Apply

• Our Talent Acquisition team reviews your application with the hiring team
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases
• After interviews are complete, our team will follow up with the final steps

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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

Employee Referral

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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.

Reasonable Accommodations

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You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a prefilled message and complete the requested information before sending. If you have any questions, please include them in your email.

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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.