Sr. 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.

Senior Project Manager, Professional Services

About Genesys

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

Position Overview

As a Senior Project Manager in Professional Services, you'll play a strategic leadership role in driving implementation excellence for Genesys clients. You'll directly engage with sales teams, cross-departmental leaders, global business units, customers, and prospects. This senior position focuses on complex project delivery while providing mentorship and matrix leadership to project teams.

Core Responsibilities

Strategic Leadership

• Lead complex, large-scale implementation projects across multiple teams.
• Provide matrix leadership to project managers on large, complex initiatives.
• Mentor and guide both sales and services leadership teams.
• Build and maintain executive-level relationships with customers and partners.

Project Excellence

• Drive successful project implementations from conception to completion.
• Create and oversee comprehensive project plans.
• Lead client meetings and executive-level engagements.
• Ensure alignment of resources to meet revenue and margin goals.
• Monitor team performance and customer satisfaction metrics.
• Serve as primary executive escalation point for service-related issues.

Growth and Innovation

• Drive growth in a diverse Professional Services organization.
• Identify and execute Project Change Requests.
• Recommend new product solutions for emerging business needs.
• Shape deals and contribute to estimation processes.
• Lead process improvement initiatives.
• Guide effective customer onboarding strategies.

Qualifications

Required Experience

• Bachelor’s degree in business, Computer Science, or related field
• 8+ years of Professional Services experience
• 3+ years of supervisory, management, or leadership experience
• Demonstrated success in project sales, delivery, and support.
• Experience leading geographically diverse project teams.

Key Skills

• Executive-level communication and …