Sr. PS Project Manager

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.

The Sr. Project Manager, Professional Services for EMEA, is a vital member of the local account team as she/he manages the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to help resolve issues. Understands the client's business very well and establishes inroads into the organisation of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.

Is able to build on the foundations of the delivery, and drive Value Realisation from existing or new developments and channel

Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be in the forefront.

The primary responsibilities for this role include (but are not limited to):

·       Provide project management of key, large & complex solution engagements, with a value of Services from $50k upwards to projects with total value in excess of $3m, including customer sign off.

·       Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance.

·       Implement change management process on engagements.

·       Follow standard PS Operational processes and guidelines.

·       Ensure engagements are on time and on budget.

·       Achieve customer satisfaction goals.

·       Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.

·       Maintain quality relationships between our clients, strategic partners and/or third party providers.

·       Generate incremental license and services revenue through direct customer contact.

·       Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

·       Proven track record in driving customer relationships, and exceeding customer expectations.

Minimum Requirements:

·       5+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.

·       Proven IT Project Management experience, including budgeting, of complex solutions.

·       University degree in Engineering, Economics, Management or equivalent.

·       Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.

·       Full understanding of Contact Centre Market and the Cloud enablement we play in

·       Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.

·       Ability to work unsupervised and in a proactive manner.

·       Proven ability to work under pressure both within a team and on your own.

·       Excellent presentation skills.

·       Very good verbal and written skills in English and Swedish + ideally other languages.

·       Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.

·       Willing to travel extensively throughout UK and Europe, as restrictions allow.

·       Full clean driving license.

Desirable Skills:

·       Project Management Certification, e.g. Prince2, PMI.

·       Certified Genesys Engineer 7.x +

·       Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions. 

About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via http://www.genesys.com/, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.#

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.

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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 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 [email protected].

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.