Key Responsibilities
Strategic and Mega-Engagement Leadership
Lead Genesys’ largest and most complex customer programs from initiation through deployment, adoption, value realization and transition to ongoing Customer Success.
Establish the overall program vision, governance model, delivery strategy, integrated roadmap and measurable success criteria.
Coordinate multiple projects, workstreams, countries, partners and stakeholder groups as one integrated program.
Ensure that scope, solution design, delivery plans and priorities remain aligned with the customer’s strategic and operational objectives.
Maintain executive-level relationships with customer sponsors and provide clear, outcome-oriented program reporting.
Drive timely decisions, remove cross-functional obstacles and maintain momentum across the entire engagement.
Ensure effective transition from sales to delivery and from implementation to adoption and ongoing success.
Regional Delivery Governance
Provide oversight of the regional project portfolio, with particular focus on strategic, high-value, high-risk or escalated engagements.
Establish and enforce consistent delivery standards, governance practices, project controls and quality expectations.
Conduct regular portfolio and project-health reviews covering scope, schedule, financials, staffing, dependencies, risks, customer sentiment and business outcomes.
Ensure project teams maintain effective governance artifacts, including integrated plans, RAID logs, decision records, financial forecasts, status reports and escalation plans.
Identify systemic delivery risks, capability gaps and recurring project issues, and lead regional improvement initiatives.
Promote the consistent application and continuous improvement of Genesys delivery methodologies and best practices.
Coach Project Managers, Delivery Managers and project leads on program governance, executive communication, risk management and customer engagement.
Escalation and Risk Management
Act as the senior point of escalation for project-delivery issues across the region.
Establish clear escalation paths, ownership, decision rights and recovery actions.
Intervene early when project conditions could affect customer objectives, delivery commitments, revenue, margin or customer confidence.
Lead recovery planning for critical projects, bringing together the appropriate Genesys, partner and customer stakeholders.
Escalate product, support, resource or commercial dependencies to the relevant leadership teams and drive them through resolution.
Ensure material risks and issues are communicated transparently, with clearly defined business impact, accountable owners and target resolution dates.
Balance immediate issue resolution with protection of the long-term customer relationship.
Customer Business-Value Realization
Translate customer strategic priorities into measurable program objectives, operational KPIs and value-realization plans.
Ensure every strategic engagement has clearly defined success measures covering business outcomes, customer experience, operational performance, adoption and financial value.
Maintain traceability between contracted deliverables, implementation outcomes and the customer’s business case.
Work with Customer Success and account teams to monitor adoption, benefits realization and achievement of agreed outcomes following deployment.
Facilitate periodic executive value reviews to demonstrate progress, validate realized benefits and agree corrective or expansion actions.
Ensure delivery decisions prioritize time-to-value and sustainable customer outcomes—not simply technical completion.
Identify opportunities to expand adoption and deepen the customer’s strategic use of Genesys capabilities where this supports genuine customer value.
Revenue and Financial Accountability
Own the consolidated financial performance of assigned strategic programs and provide governance over the regional project portfolio.
Ensure accurate forecasting of revenue, backlog conversion, delivery velocity, resource demand and project completion.
Monitor revenue realization, project margin, effort consumption, change requests, milestone achievement and financial risks.
Work with delivery and resource leaders to align staffing with project priorities, skills requirements, utilization and profitability objectives.
Identify and resolve conditions that could delay revenue recognition or negatively affect margin.
Ensure changes in scope are governed effectively and translated into appropriate commercial change controls.
Partner with Sales and account leadership to identify follow-on services opportunities while maintaining clear separation between delivery commitments and new scope.
Contribute directly to achievement of regional Genesys revenue and professional-services performance targets.
Cross-Functional Leadership
Create alignment among Professional Services, Customer Success, Sales, Solution Engineering, Product, Support, Finance, partners and customer teams.
Establish an effective cadence for program leadership, workstream coordination, account-team alignment and executive steering.
Ensure decisions, actions and dependencies are documented, communicated and tracked to completion.
Build a culture of ownership, transparency, constructive challenge and continuous improvement.
Represent regional delivery in strategic account planning, executive reviews and pre-sales discussions for complex opportunities.
Provide delivery insight during opportunity qualification, solution planning and commercial development to ensure commitments are achievable.
Capture and share lessons learned, reusable assets and delivery best practices across the region.
Required Experience and Qualifications
Typically 15 or more years of relevant experience with a bachelor’s degree, 12 or more years with a master’s degree, or 8 or more years with a PhD; equivalent combinations of education and substantial professional experience will also be considered.
Recognized expertise in enterprise program management, professional-services delivery, customer transformation or a closely related field.
Demonstrated success leading large, complex and strategically important programs involving multiple projects, functions, partners and geographies.
Proven ability to serve as a principal adviser to senior leaders, helping shape critical decisions and resolve issues that materially affect customer outcomes, program success and organizational objectives.
Extensive experience establishing governance structures, delivery standards, operating plans and controls for complex enterprise programs.
Strong track record of solving ambiguous and high-impact problems where information may be incomplete, considerable judgment is required and decisions have long-term implications.
Demonstrated ability to assess risks and develop solutions that account for dependencies and impacts across multiple functions, business units or geographies.
Proven accountability for program financial performance, including revenue forecasting, backlog conversion, delivery velocity, margin management, resource planning and commercial change control.
Demonstrated experience connecting technology delivery to measurable customer business outcomes, adoption goals and value-realization objectives.
Strong executive presence, with experience establishing trusted relationships and formal networks with senior internal leaders, customer executives, partners and other external decision-makers.
Ability to serve as a Genesys expert and external spokesperson on strategic program delivery, governance and transformation matters.
Demonstrated ability to influence decisions and drive action across organizational boundaries without relying on direct reporting authority.
Experience providing guidance, coaching and professional development to Project Managers, Program Managers, Delivery Managers and other delivery professionals.
Proven ability to lead large cross-functional initiatives of strategic importance. Direct people-management experience is beneficial but is not a prerequisite for the role.
Deep understanding of enterprise cloud transformation, customer-experience technology and professional-services delivery. Experience with Genesys Cloud or large-scale contact-center transformation is strongly preferred.
Exceptional executive communication, negotiation, facilitation, conflict-resolution and escalation-management capabilities.
Project or program management certification—such as PgMP, PMP, PRINCE2 or an equivalent—is preferred.
Leadership Capabilities
The successful candidate will demonstrate
Executive presence and credibility.
Strong ownership and accountability.
Customer- and outcome-first decision-making.
Commercial and financial acumen.
Structured problem-solving and sound judgment.
The ability to see both program-level detail and the broader strategic picture.
Confidence operating in ambiguity and managing competing priorities.
Empathy combined with the willingness to address difficult issues directly.
The ability to influence without relying on formal authority.
A continuous-improvement mindset and commitment to delivery excellence.
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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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.
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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.
