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.

Genesys is looking for an experienced Senior Project Manager to lead complex customer experience (CX) and contact center transformation programs for global enterprise customers. In this role, you will own the end-to-end delivery of strategic cloud and AI-powered customer experience solutions, partnering with customers and cross-functional teams to drive successful implementations that deliver measurable business outcomes.

As a trusted advisor, you will collaborate with customer executives, consultants, solution architects, engineers, Customer Success, and Sales throughout every phase of the engagement, from project initiation and solution design through deployment, go-live, and transition to support. Your leadership, business acumen, and ability to navigate complex enterprise environments will be instrumental in helping customers maximize the value of their Genesys investment.

If you're passionate about leading transformational programs, building trusted customer relationships, and delivering exceptional outcomes, this is an opportunity to shape the future of AI-powered customer experience alongside one of the industry's leading cloud platforms.

Key Responsibilities

• Lead the successful delivery of complex enterprise CX, contact center, and cloud transformation programs from project initiation through deployment and transition to support.
• Serve as the primary project leader and trusted advisor for enterprise customers, building strong relationships with executive stakeholders throughout the engagement.
• Define project governance, success metrics, communication plans, and implementation strategies that align with customer business objectives.
• Lead geographically distributed, cross-functional teams including consultants, solution architects, technical resources, partners, and customer stakeholders.
• Manage project scope, schedule, budget, forecasting, utilization, resource planning, risks, issues, and dependencies to ensure predictable, high-quality delivery.
• Facilitate executive steering committees, governance reviews, and project status meetings while providing proactive communication and executive-level reporting.
• Oversee implementation activities including discovery, solution design, configuration, testing, deployment, change management, go-live, and knowledge transfer.
• Identify opportunities to expand customer value through additional Professional Services offerings, increased platform adoption, and long-term strategic partnerships.
• Drive delivery excellence by applying Professional Services methodologies, governance standards, and continuous improvement best practices.
• Mentor project team members while fostering collaboration, accountability, and operational excellence.

Required Qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• 8+ years of project or program management experience delivering enterprise software, SaaS, cloud, or digital transformation initiatives.
• 5+ years leading large-scale customer implementations within Professional Services, Consulting, Technology, or Customer Success organizations.
• Demonstrated success managing enterprise implementations with executive-level customer stakeholders.
• Strong experience managing project financials, including budgeting, forecasting, utilization, profitability, and resource planning.
• Proven ability to lead geographically distributed, cross-functional teams across global environments.
• Experience managing projects using Agile, Waterfall, and Hybrid delivery methodologies.
• Outstanding communication, executive presentation, stakeholder management, negotiation, and influencing skills.
• Strong organizational skills with the ability to manage multiple complex customer engagements simultaneously.

Preferred Qualifications

• Project Management Professional (PMP), PgMP, Scrum Master, or equivalent certification.
• Experience implementing Genesys Cloud CX, Genesys Engage, or other Contact Center as a Service (CCaaS) platforms.
• Experience delivering enterprise cloud solutions using Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
• Experience using Microsoft Project, Jira, Azure DevOps, Smartsheet, Planview, or similar project management tools.
• Experience supporting Fortune 1000 or global enterprise organizations.
• Knowledge of AI-powered customer experience technologies, omnichannel engagement, workforce engagement management, or enterprise digital transformation initiatives.

Success in This Role

In this role, you will:

• Deliver enterprise implementations on time, within budget, and with exceptional customer satisfaction.
• Build trusted partnerships with executive stakeholders across customer organizations.
• Successfully manage multiple strategic customer programs while balancing competing priorities.
• Drive adoption of Genesys solutions that improve customer experience and deliver measurable business value.
• Champion delivery excellence through collaboration, mentorship, and continuous improvement across the Professional Services organization.

Why Genesys?

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Powered by AI, the Genesys Cloud™ platform helps organizations orchestrate personalized, empathetic experiences at scale.

Joining our Professional Services team means partnering with some of the world's largest organizations to deliver transformational customer experience solutions while collaborating with talented colleagues who are passionate about innovation, customer success, and continuous learning.

If you're ready to lead enterprise transformation programs, influence executive stakeholders, and help customers realize the full value of their Genesys investment, we'd love to hear from you.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

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 www.genesys.com.

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 reasonable.accommodations@genesys.com.

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.