Senior Project Manager, Professional Services

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.

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

• Native German and Fluent English (Please don't apply if you don't feel comfortable communicating in German in a business environment)

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

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.

What Happens After You Apply

After you apply, here's what you can typically expect:

• 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

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

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

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.