Senior 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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
This role drives high-impact Customer Experience transformation initiatives, combining strategic program leadership with deep technical expertise in cloud, AI, and contact center architectures. At Genesys, we're transforming the customer experience landscape with empathy, AI innovation, and global impact, and this role is instrumental in delivering that vision across complex enterprise environments in LATAM.
The Senior Manager, Professional Services owns the end-to-end execution of large-scale programs, bridging business strategy, technical architecture, and operational delivery. Acting as a trusted advisor to executive stakeholders, the role shapes solution direction, ensures alignment with customer outcomes, and drives the adoption of modern CX capabilities such as AI-driven automation and omnichannel orchestration.
This position requires both leadership and hands-on technical depth, with strong involvement in solution design, integration strategy, and validation of scalable architectures. It offers the opportunity to influence regional delivery strategy, lead cross-functional and technical teams, and deliver transformative outcomes in highly dynamic and regulated industries.
Key Responsibilities:
Lead end-to-end delivery of complex CX transformation programs, ensuring alignment with business outcomes, technical architecture, and contractual commitments
Own project success across scope, timeline, budget, and customer satisfaction, with full accountability for delivery performance and financial outcomes
Act as a trusted advisor to enterprise and C-level stakeholders, influencing both business and technical decision-making
Drive program governance, including executive reporting, risk management, and proactive issue resolution
Contribute to solution design and architecture discussions, ensuring scalable, secure, and high-performing cloud-based implementations
Guide the adoption of AI, automation, and advanced CX capabilities to improve efficiency and customer experience outcomes
Orchestrate cross-functional teams including architects, developers, consultants, and partners to deliver integrated solutions
Validate technical deliverables and ensure alignment with best practices, standards, and customer requirements
Identify and mitigate risks and dependencies early, ensuring predictable and high-quality delivery outcomes
Partner with Sales, Pre-Sales, and Service Engagement teams to support scoping, solutioning, and seamless transition into delivery
Required Qualifications:
7+ years of experience in IT, Professional Services, or technology consulting roles
Proven track record delivering complex, enterprise-scale programs with ownership of both delivery and financial performance
Strong experience working with enterprise customers and executive stakeholders
Solid understanding of cloud architectures, system integrations, and contact center technologies
Experience contributing to or reviewing technical solution design and architecture
Demonstrated ability to manage multiple concurrent projects in fast-paced environments
Excellent communication, negotiation, and stakeholder management skills
Fluent English
Preferred Qualifications:
Experience in Customer Experience (CX) or Contact Center environments
Exposure to AI, automation, or conversational technologies applied to CX use cases
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
Experience working in global delivery environments and partner ecosystems
#LI-Hybrid
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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Be the one building what's next - where AI, experience and impact come together.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
Reasonable Accommodations:
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