Job Description
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.
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.
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.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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 [email protected].
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.