Senior Project Manager

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Oversee the comprehensive delivery of intricate enterprise customer experience transformation initiatives.

• Develop execution strategies, governance structures, success metrics, and delivery timelines.

• Lead cross-functional teams distributed across various locations, including architecture, consulting, engineering, business analysis, training, QA, operations, change management, customers, and partners.

• Facilitate the implementation and adoption of Genesys solutions from the discovery phase and solution design through planning, execution, testing, go-live, transition to support, adoption, and realization of value.

• Establish executive governance, steering committees, communication schedules, metrics, KPIs, and frameworks for decision-making.

• Manage risks, issues, dependencies, assumptions, and change requests effectively.

• Oversee multiple simultaneous enterprise projects concerning scope, schedule, budget, quality, contracts, customer satisfaction, and organizational priorities.

• Take ownership of project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, resource management, and scope governance.

• Optimize resource allocation across various engagements.

• Align customer executives with Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partners.

• Lead steering committees, governance reviews, project kickoffs, customer workshops, and strategic planning sessions.

• Enhance customer adoption and realization of value.

• Assist in pre-sales activities through estimation, Statements of Work, implementation strategies, proposals, and RFP responses.

• Provide guidance to customers on experience transformation, organizational readiness, and change management.

• Mentor Project Managers and delivery teams to foster professional growth.

• Enhance Professional Services processes, tools, governance, reporting, and project management capabilities.

⛳️ Requirements

• A Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.

• At least 8 years of project or program management experience overseeing complex enterprise technology implementations.

• A minimum of 5 years of experience in delivering cloud, SaaS, contact center, customer experience, or digital transformation projects.

• Proven experience managing enterprise customer engagements throughout the entire project lifecycle.

• Demonstrated experience leading geographically distributed, cross-functional teams within global matrix organizations.

• Experience in managing project financial performance, including budgeting, forecasting, revenue recognition, profitability, margins, utilization, and resource planning.

• Executive presence with the capability to advise, negotiate, and influence senior stakeholders.

• Strong leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving skills.

• Ability to influence multidisciplinary teams without direct authority.

• Proficient in Agile, Waterfall, and hybrid methodologies.

• Understanding of enterprise software implementations, cloud technologies, and customer experience platforms.

• Capability to communicate technical concepts and business priorities to both technical and executive audiences.

• Expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement.

• Proficient in Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet.

• Willingness to travel up to 25 percent.

• Preferred: PMP, PgMP, PMI-ACP, Scrum Master, or equivalent certification.

• Preferred: Experience implementing Genesys Cloud CX or similar enterprise CCaaS platforms.

• Preferred: Experience with cloud migration or AI-enabled customer experience transformation initiatives.

• Preferred: Familiarity with AWS, Microsoft Azure, or Google Cloud Platform.

• Preferred: Experience in pre-sales consulting, solution estimation, Statements of Work, and proposal development.

• Preferred: Knowledge of ITIL, Prosci Change Management, Lean, or Six Sigma.

• Preferred: Experience in enterprise Professional Services organizations serving large, complex customers, including Fortune 1000 companies.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities for remote work.

• Opportunities for development and career advancement.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatment support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, learning programs, leadership development, and educational support.