Senior Project Manager

Responsibilities

Lead end-to-end delivery of complex enterprise customer experience transformation programs while managing cross-functional teams and project financials. Establish executive governance, drive solution adoption, and ensure alignment across scope, schedule, and business outcomes.

Requirements

Requires a bachelor's degree and 8+ years of project management experience, including 5+ years in cloud, SaaS, or digital transformation initiatives. Candidates must demonstrate strong leadership, financial management, and the ability to influence stakeholders in a global matrix organization.

Skills

• Project management
• Program management
• Cloud computing
• SaaS
• Customer experience transformation
• Stakeholder management
• Financial management
• Agile methodology
• Waterfall methodology
• Risk management
• Change management
• Executive governance
• Cross-functional leadership
• Strategic planning
• KPI reporting
• Technical consulting

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Telehealth coverage
• Flexible work schedules
• Work from home opportunities
• Development and career growth opportunities
• Open time off
• Paid holidays
• 401(k) matching program
• Adoption assistance
• Fertility treatments

About this role

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, elevate 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 leading geographically distributed teams across solution architecture, consulting, engineering, change management, operations, and strategic partners. You will establish clear governance, accelerate decision-making, manage complex dependencies, and guide customers from discovery and solution design through deployment, transition, adoption, and value realization.

At Genesys, we create better customer and employee experiences through AI-powered innovation, cloud technology, and automation. This role offers the opportunity to Go Big by leading strategic enterprise transformations, Fly in Formation across global teams and customer organizations, and Embrace Empathy by connecting customer needs with solutions that deliver meaningful business outcomes.

Key Responsibilities
Lead end-to-end delivery of complex enterprise customer experience transformation programs, establishing execution strategies, governance, success criteria, and delivery roadmaps that 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.
Drive implementation and adoption of Genesys solutions across the complete engagement lifecycle, including discovery, solution design, planning, execution, testing, go-live, transition to support, adoption, 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 and sponsors and Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partner organizations to remove barriers and sustain project momentum.
Lead executive steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions, providing actionable visibility into project health, financial performance, risks, dependencies, and required 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, 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
Bring a bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
Demonstrate 8 or more years of project or program management experience leading complex enterprise technology implementations.
Demonstrate 5 or more years of experience delivering cloud, SaaS, contact center, customer experience, or digital transformation initiatives.
Demonstrate success managing enterprise customer engagements across the complete project lifecycle, from planning through production, transition, adoption, and value realization.
Lead geographically distributed, cross-functional teams effectively within global matrix organizations.
Manage project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, and resource ...

About Genesys

Software Development · 5,001-10,000 employees · headquartered in Menlo Park, CA