SeniorFull TimeENEurope
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
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.
Exposure to Genesys technical solutions, with the ability to discuss simple solutions confidently.
Genesys is an equal opportunity employer committed to diversity 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.
If a Genesys employee referred you, please use the link they sent you to apply.
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 reasonable.accommodations@genesys.com.
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.
