Senior Project Manager

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $134k - $175.9k / year

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Lead end-to-end delivery of complex enterprise customer experience transformation projects • Establish execution strategy, governance, success criteria, and delivery roadmaps • Direct cross-functional and geographically distributed teams across architecture, consulting, development, engineering, business analysis, training, quality assurance, operations, change management, customers, and partners • Drive Genesys solution implementation and adoption from discovery and solution design through planning, execution, testing, go-live, transition to support, and value realization • Establish executive governance, steering committees, communication cadences, project metrics, KPIs, and decision frameworks • Manage risks, issues, dependencies, assumptions, and change requests • Manage multiple concurrent enterprise engagements across scope, schedule, budget, quality, contracts, customer satisfaction, and priorities • Own project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource management • Optimize resource allocation across engagements • Align customer executives and Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partners • Lead steering committees, governance reviews, kickoffs, customer workshops, and strategic planning sessions • Strengthen customer adoption and value realization • Support pre-sales through estimation, Statements of Work, implementation strategies, proposals, and RFP responses • Advise customers on CX transformation, organizational readiness, and change management • Mentor Project Managers and delivery teams • Advance Professional Services methodologies, governance, reporting, and execution consistency • Translate delivery insights into scalable processes, tools, governance practices, and project management capabilities

🎯 Requirements

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience • 8+ years of project or program management experience leading complex enterprise technology implementations • 5+ years of experience delivering cloud, SaaS, contact center, customer experience (CX), or digital transformation initiatives • Experience managing enterprise customer engagements across the complete project lifecycle • Experience leading geographically distributed, cross-functional teams within global matrix organizations • Experience managing project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource planning • Demonstrated executive presence and ability to communicate with, advise, negotiate with, and influence senior stakeholders • Leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities • Ability to influence multidisciplinary teams and executive stakeholders without direct authority • Experience applying Agile, Waterfall, and hybrid methodologies • Understanding of enterprise software implementations, cloud technologies, and customer experience platforms • Technical aptitude and business acumen for technical and executive audiences • Expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement • Proficiency with Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet • Ability to travel up to 25 percent • Preferred: PMP, PgMP, PMI-ACP, Scrum Master, or equivalent certification • Preferred: Experience with Genesys Cloud CX, Genesys Engage, or comparable CCaaS platforms • Preferred: Cloud migration or AI-enabled customer experience transformation experience • Preferred: AWS, Microsoft Azure, or Google Cloud Platform familiarity • Preferred: Pre-sales consulting, solution estimation, Statements of Work, and proposal development experience • Preferred: ITIL, Prosci Change Management, Lean, or Six Sigma knowledge • Preferred: Enterprise Professional Services experience supporting Fortune 1000 customers

🏖️ Benefits

• Flexible ways of working • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Potential commission or performance-based bonus opportunities