Senior Project Manager, Professional Services

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Role Overview
The Senior Project Manager within Professional Services is a strategic delivery leader responsible for owning the successful execution of complex high value customer engagements. This role focuses on end to end project accountability driving outcomes that align with customer objectives contractual commitments and business value realization.

Operating at the intersection of delivery excellence and commercial impact the Senior Project Manager leads large scale or strategic programs orchestrates cross functional teams and serves as a trusted advisor to customers and internal stakeholders. The role emphasizes proactive risk management financial control and customer experience while contributing to the continuous evolution of delivery practices within Genesys Professional Services.

Key Responsibilities
Lead end to end delivery of complex and strategic projects ensuring alignment with scope timeline budget and expected business outcomes
Act as the primary point of accountability for project success including customer satisfaction and contractual delivery obligations
Establish strong relationships with customer stakeholders acting as a trusted advisor throughout the engagement lifecycle
Drive program governance including status reporting risk and issue management and executive level communication
Manage all financial aspects of assigned projects including forecasting revenue tracking margin management and change control
Proactively identify risks and dependencies implementing mitigation strategies to ensure successful delivery
Orchestrate cross functional teams across Professional Services Product Support and Partners to ensure seamless execution
Ensure adherence to delivery methodologies standards and best practices while contributing to their continuous improvement
Support revenue acceleration through effective milestone management and disciplined execution
Collaborate closely with Sales Service Engagement and Pre Sales to support project scoping planning and transition into delivery
Drive a culture of accountability transparency and customer centricity across engagements

Minimum Requirements

Native German and Fluent English (Please dont apply if you dont feel comfortable communicating in German in a business environment)

7 years of experience in IT or Professional Services project management
Proven track record of successfully delivering complex large scale customer projects with full financial accountability
Strong experience managing enterprise customers and executive stakeholders
Demonstrated ability to manage multiple concurrent projects in a fast paced environment
Solid understanding of cloud based solutions and contact centre technologies
Excellent communication negotiation and stakeholder management skills

Desirable Skills

Experience in Contact Center or CX Field
Project Management certification such as PRINCE2 or PMI
Certification in IT Service Management such as ITIL
Experience with Genesys solutions and Professional Services delivery models
Exposure to global delivery environments and partner ecosystems
Experience contributing to process improvement or transformation initiatives

Soft Skills
Strong leadership and motivational skills with the ability to guide teams without direct line management authority
High level of customer orientation and the ability to build long-term trusted relationships
Strategic mindset combined with a strong focus on execution
Confident presence with the ability to communicate effectively and persuasively even in challenging situations
Strong problem-solving skills and decision-making capability in complex and dynamic environments
Excellent organizational skills with a structured and analytical working style
Flexibility and adaptability in a fast-changing environment
Strong team player with the ability to foster effective cross-functional collaboration
High level of initiative accountability and commitment to quality
Intercultural competence and experience working with international teams

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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 were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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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 8000 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.

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 .

You can expect a response within 2448 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 accommodationsuch as application follow-ups or resume submissionsmay 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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.