Senior Project Manager

🔥 2 minutes ago

⛰️ Colorado, North Carolina – Remote

⛰️ Colorado – Remote 🌲 North Carolina – Remote

💵 $130.5k - $229.5k / 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 programs • Establish execution strategies, governance, success criteria, and delivery roadmaps • Direct cross-functional and geographically distributed teams across architecture, consulting, engineering, business analysis, training, QA, 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, adoption, and value realization • Establish executive governance, steering committees, communication cadences, 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 organizational priorities • Own project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, resource management, and scope governance • 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 experience transformation, organizational readiness, and change management • Mentor Project Managers and delivery teams • Improve Professional Services processes, tools, governance, reporting, and project management capabilities

🎯 Requirements

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience • 8 or more years of project or program management experience leading complex enterprise technology implementations • 5 or more years of experience delivering cloud, SaaS, contact center, customer experience, 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 recognition, profitability, margins, utilization, and resource planning • Executive presence and ability to advise, negotiate with, and influence senior stakeholders • Leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities • Ability to influence multidisciplinary teams without direct authority • Proficiency in Agile, Waterfall, and hybrid methodologies • Understanding of enterprise software implementations, cloud technologies, and customer experience platforms • Ability to translate technical concepts and business priorities 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 implementing Genesys Cloud CX or comparable enterprise CCaaS platforms • Preferred: Experience with cloud migration or AI-enabled customer experience transformation programs • Preferred: Familiarity with AWS, Microsoft Azure, or Google Cloud Platform • Preferred: Pre-sales consulting, solution estimation, Statements of Work, and proposal development experience • Preferred: ITIL, Prosci Change Management, Lean, or Six Sigma knowledge • Preferred: Experience in enterprise Professional Services organizations supporting large, complex customers, including Fortune 1000 organizations

🏖️ 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 • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support