Senior PS Project Manager

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.

The Sr. Project Manager, Professional Services for EMEA, is a vital member of the local account team as they manage the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to help resolve issues. Understands the client's business very well and establishes inroads into the organisation of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.

Is able to build on the foundations of the delivery, and drive Value Realisation from existing or new developments and channel

Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be in the forefront.

The primary responsibilities for this role include (but are not limited to):

• Provide project management of key, large & complex solution engagements, with a value of Services from $50k upwards to projects with total value in excess of $3m, including customer sign off.

• Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance.

• Implement change management process on engagements.

• Follow standard PS Operational processes and guidelines.

• Ensure engagements are on time and on budget.

• Achieve customer satisfaction goals.

• Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.

• Maintain quality relationships between our clients, strategic partners and/or third party providers.

• Generate incremental license and services revenue through direct customer contact.

• Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

• Proven track record in driving customer relationships, and exceeding customer expectations.

Minimum Requirements:

• 5+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.

• Proven IT Project Management experience, including budgeting, of complex solutions.

• University degree in Engineering, Economics, Management or equivalent.

• Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.

• Full understanding of Contact Centre Market and the Cloud enablement we play in

• Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.

• Ability to work unsupervised and in a proactive manner.

• Proven ability to work under pressure both within a team and on your own.

• Excellent presentation skills.

• Very good verbal and written skills in English and ideally other languages

• Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.

• Willing to travel extensively throughout UK and Europe, as restrictions allow.

• Full clean driving license.

Desirable Skills:

• Project Management Certification, e.g. Prince2, PMI.

• Certified Genesys Engineer 7.x +

• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions. 

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.