Project Manager coordinating clinical research projects at ICON, a global healthcare intelligence and clinical research organization. Leading teams, managing budgets, mitigating risks, and delivering projects on schedule.
About the role
- Senior Project Manager delivering Genesys AI-powered CX transformations for enterprise customers. Leading global teams, governance, financial performance, implementation, adoption, and value realization.
Responsibilities
- Lead end-to-end delivery of complex enterprise customer experience transformation projects
- Establish execution strategy, governance, success criteria, and delivery roadmaps
- Direct cross-functional and geographically distributed teams across architecture, consulting, development, engineering, business analysis, training, quality assurance, operations, change management, customers, and partners
- Drive Genesys solution implementation and adoption from discovery and solution design through planning, execution, testing, go-live, transition to support, and value realization
- Establish executive governance, steering committees, communication cadences, project metrics, KPIs, and decision frameworks
- Manage risks, issues, dependencies, assumptions, and change requests
- Manage multiple concurrent enterprise engagements across scope, schedule, budget, quality, contracts, customer satisfaction, and priorities
- Own project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource management
- Optimize resource allocation across engagements
- Align customer executives and Genesys Sales, Customer Success, Product Management, Professional Services, Support, Finance, Operations, and partners
- Lead steering committees, governance reviews, kickoffs, customer workshops, and strategic planning sessions
- Strengthen customer adoption and value realization
- Support pre-sales through estimation, Statements of Work, implementation strategies, proposals, and RFP responses
- Advise customers on CX transformation, organizational readiness, and change management
- Mentor Project Managers and delivery teams
- Advance Professional Services methodologies, governance, reporting, and execution consistency
- Translate delivery insights into scalable processes, tools, governance practices, and project management capabilities
Requirements
- Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience
- 8+ years of project or program management experience leading complex enterprise technology implementations
- 5+ years of experience delivering cloud, SaaS, contact center, customer experience (CX), or digital transformation initiatives
- Experience managing enterprise customer engagements across the complete project lifecycle
- Experience leading geographically distributed, cross-functional teams within global matrix organizations
- Experience managing project financial performance, including budgeting, forecasting, revenue, profitability, margins, utilization, and resource planning
- Demonstrated executive presence and ability to communicate with, advise, negotiate with, and influence senior stakeholders
- Leadership, stakeholder management, negotiation, conflict resolution, analytical, organizational, and problem-solving capabilities
- Ability to influence multidisciplinary teams and executive stakeholders without direct authority
- Experience applying Agile, Waterfall, and hybrid methodologies
- Understanding of enterprise software implementations, cloud technologies, and customer experience platforms
- Technical aptitude and business acumen for technical and executive audiences
- Expertise in project governance, KPI reporting, financial management, risk management, organizational change, and process improvement
- Proficiency with Microsoft Project, Microsoft 365, Teams, SharePoint, Jira, Azure DevOps, and Smartsheet
- Ability to travel up to 25 percent
- Preferred: PMP, PgMP, PMI-ACP, Scrum Master, or equivalent certification
- Preferred: Experience with Genesys Cloud CX, Genesys Engage, or comparable CCaaS platforms
- Preferred: Cloud migration or AI-enabled customer experience transformation experience
- Preferred: AWS, Microsoft Azure, or Google Cloud Platform familiarity
- Preferred: Pre-sales consulting, solution estimation, Statements of Work, and proposal development experience
- Preferred: ITIL, Prosci Change Management, Lean, or Six Sigma knowledge
- Preferred: Enterprise Professional Services experience supporting Fortune 1000 customers
Benefits
- Flexible ways of working
- Mentorship, learning programs, leadership development and education support
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Potential commission or performance-based bonus opportunities
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