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.
Job Description – Professional Services Senior Project Manager
Location: Madrid
The Professional Services Senior Project Manager for Iberia is a vital member of the local account team. It requires a deep understanding of the client's business, establishing key long-term relationships and building inroads into the account to increase the Genesys footprint within the organization.
In this role, you will be managing 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. You will be the primary interface with the customer, managing the project's schedule, scope, budget, people, risks and issues. You will also manage all the projects' financial aspects, including forecasting and revenue recognition, and you will identify and convert new opportunities.
This role also includes the implementation of the Professional Services Business Development Strategy, actively identifying new opportunities and building pipeline, maintaining key relationships and negotiating and closing business deals.
Key Responsibilities:
Lead the project management of critical, large, and complex solution engagements, ensuring customer satisfaction.
Oversee all aspects of project delivery, from scheduling and risk management to scope documentation and resource allocation.
Champion change management processes to drive successful project outcomes.
Adhere to established Professional Services operational processes and guidelines for consistent excellence.
Keep engagements on track, within budget, and aligned with strategic objectives.
Collaborate closely with Account Executives, Customer Success, and Professional Service leadership to deliver exceptional results.
Proactively pursue sales leads and foster robust business relationships.
Actively contribute to the growth of the professional services and subscription businesses, generating a pipeline of service orders to meet financial targets.
Cultivate quality relationships with clients, partners, and third-party providers.
Drive incremental service bookings and revenue through compelling presentations and proposals.
Achieve profitability goals through the delivery of high-quality solutions and efficient services.
Minimum Requirements:
8+ years of relevant experience in the IT industry, preferably within Contact Centre, Telecommunications, or CRM.
Demonstrated IT Project Management expertise, including budgeting for complex solutions.
Bachelor's degree in Engineering, Economics, Management, or equivalent.
Proficiency in at least one industry segment (e.g., Telecommunications) and familiarity with computer architecture, project management methodologies, and customer and Professional Services.
Comprehensive understanding of the Contact Centre Market and AI trends
Strong initiative, problem-solving abilities, relationship-building skills, and team development acumen.
Proven ability to work autonomously and thrive under pressure, both independently and collaboratively.
Participation in services’ sales cycles (estimating, presenting, quoting, closing deals)
Excellent presentation skills, with fluency in English and Spanish (Portuguese proficiency is a plus).
Proficiency in MS Office, MS Project, or similar tools.
Willingness to travel occasionally, mostly within the Iberia region (<25%)
Desirable Skills:
Project Management Certification (e.g., Prince2, PMI PMP).
Experience with Cloud and AI solutions.
Genesys Cloud Professional Certification.
Benefits:
Private Health Insurance
Comprehensive private healthcare coverage.
Life Insurance
Life insurance coverage providing additional financial protection.
Ticket Restaurant
Meal allowance for working days.
Pension Plan
Company pension plan to support long-term financial planning.
Hybrid Working Model
A flexible approach combining office-based and remote work.
Competitive Compensation Package
Competitive base salary complemented by a performance-based bonus and car allowance.
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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