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.
Position Summary:
The Sr. Project Manager, Professional Services plays a key role within the Genesys Professional Services Organization, driving delivery excellence and ensuring successful client implementations. This role requires strong leadership, collaboration, and a results-driven approach to managing large, complex projects that align with customer goals and organizational strategy.
At Genesys, we’re transforming the customer experience landscape through empathy, AI innovation, and global collaboration. Joining our team means contributing to meaningful projects that redefine how companies engage with their customers while growing your expertise in a world-class organization that values innovation, teamwork, and impact.
Key Responsibilities:
Manage the successful end-to-end implementation of Genesys projects, ensuring timelines, budgets, and quality standards are met.
Develop comprehensive project plans, facilitate client meetings, and ensure effective stakeholder communication throughout the project lifecycle.
Drive business growth by identifying opportunities for Project Change Requests and recommending additional Genesys solutions to address evolving client needs.
Provide matrix leadership to additional project managers on large-scale, complex engagements, ensuring consistent delivery excellence.
Build and maintain strong relationships with Genesys Account teams, customers, and partner executives to ensure alignment and client satisfaction.
Lead efforts in discovery, estimation, delivery, and deal shaping to support successful project outcomes.
Allocate resources effectively to achieve company targets for revenue and margin performance.
Deliver projects within scope, maintaining both budget compliance and exceptional customer satisfaction ratings.
Guide teams to rapidly onboard and support new customers, ensuring a seamless implementation experience.
Monitor customer feedback and satisfaction, proactively resolving any service-related issues.
Provide strategic direction and mentorship to project and services teams on key engagements.
Communicate goals, gather feedback, and ensure all team members have a clear understanding of expectations and project priorities.
Identify and recommend process improvements to enhance project delivery and operational efficiency.
Required Qualifications:
This position requires Canadian citizenship in order to meet eligibility and security requirements.
Bachelor’s degree or higher in Business, Computer Science, or a related field.
Minimum of 5 years of hands-on experience in Professional Services delivery.
At least 3 years in a supervisory or leadership role managing diverse project teams.
Proven track record in selling, delivering, and supporting complex technology projects.
Demonstrated ability to lead and mentor geographically distributed project managers.
Strong technical acumen with the ability to communicate effectively with both business and technical teams.
Excellent communication, presentation, and stakeholder management skills.
Strong organizational and time management abilities with a focus on accountability and execution.
Ability to travel up to 30% as required for business purposes.
If a Genesys employee referred you, please use the link they sent you to apply.
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.
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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.
