Senior Project Manager

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,