Senior Project Manager, Professional Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview
The Senior Project Manager within Professional Services is a strategic delivery leader responsible for owning the successful execution of complex, high value customer engagements. This role focuses on end to end project accountability, driving outcomes that align with customer objectives, contractual commitments, and business value realization.

Operating at the intersection of delivery excellence and commercial impact, the Senior Project Manager leads large scale or strategic programs, orchestrates cross functional teams, and serves as a trusted advisor to customers and internal stakeholders. The role emphasizes proactive risk management, financial control, and customer experience, while contributing to the continuous evolution of delivery practices within Genesys Professional Services.

Key Responsibilities
• Lead end to end delivery of complex and strategic projects, ensuring alignment with scope, timeline, budget, and expected business outcomes
• Act as the primary point of accountability for project success, including customer satisfaction and contractual delivery obligations
• Establish strong relationships with customer stakeholders, acting as a trusted advisor throughout the engagement lifecycle
• Drive program governance, including status reporting, risk and issue management, and executive level communication
• Manage all financial aspects of assigned projects including forecasting, revenue tracking, margin management, and change control
• Proactively identify risks and dependencies, implementing mitigation strategies to ensure successful delivery
• Orchestrate cross functional teams across Professional Services, Product, Support, and Partners to ensure seamless execution
• Ensure adherence to delivery methodologies, standards, and best practices while contributing to their continuous improvement
• Support revenue acceleration through effective milestone management and disciplined execution
• Collaborate closely with Sales, Service Engagement and Pre Sales to support project scoping, planning, and transition into delivery
• Drive a culture of accountability, transparency, and customer centricity across engagements

Minimum Requirements

• 7+ years of experience in IT or Professional Services project management
• Proven track record of successfully delivering complex, large scale customer projects with full financial accountability
• Strong experience managing enterprise customers and executive stakeholders
• Demonstrated ability to manage multiple concurrent projects in a fast paced environment
• Solid understanding of cloud based solutions and contact centre technologies
• Excellent communication, negotiation, and stakeholder management skills

Desirable Skills

• Experience in Contact Center or CX Field
• Project Management certification such as PRINCE2 or PMI
• Certification in IT Service Management such as ITIL
• Experience with Genesys solutions and Professional Services delivery models
• Exposure to global delivery environments and partner ecosystems
• Experience contributing to process improvement or transformation initiatives

Soft Skills
• Strong leadership and motivational skills, with the ability to guide teams without direct line management authority
• High level of customer orientation and the ability to build long-term, trusted relationships
• Strategic mindset combined with a strong focus on execution
• Confident presence with the ability to communicate effectively and persuasively, even in challenging situations
• Strong problem-solving skills and decision-making capability in complex and dynamic environments
• Excellent organizational skills with a structured and analytical working style
• Flexibility and adaptability in a fast-changing environment
• Strong team player with the ability to foster effective cross-functional collaboration
• High level of initiative, accountability, and commitment to quality
• Intercultural competence and experience working with international teams

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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

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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.

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