Senior Manager, Professional Services

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.

This role drives high-impact Customer Experience transformation initiatives, combining strategic program leadership with deep technical expertise in cloud, AI, and contact center architectures. At Genesys, we're transforming the customer experience landscape with empathy, AI innovation, and global impact, and this role is instrumental in delivering that vision across complex enterprise environments in LATAM.

The Senior Manager, Professional Services owns the end-to-end execution of large-scale programs, bridging business strategy, technical architecture, and operational delivery. Acting as a trusted advisor to executive stakeholders, the role shapes solution direction, ensures alignment with customer outcomes, and drives the adoption of modern CX capabilities such as AI-driven automation and omnichannel orchestration.

This position requires both leadership and hands-on technical depth, with strong involvement in solution design, integration strategy, and validation of scalable architectures. It offers the opportunity to influence regional delivery strategy, lead cross-functional and technical teams, and deliver transformative outcomes in highly dynamic and regulated industries. Key Responsibilities: Lead end-to-end delivery of complex CX transformation programs, ensuring alignment with business outcomes, technical architecture, and contractual commitments Own project success across scope, timeline, budget, and customer satisfaction, with full accountability for delivery performance and financial outcomes Act as a trusted advisor to enterprise and C-level stakeholders, influencing both business and technical decision-making Drive program governance, including executive reporting, risk management, and proactive issue resolution Contribute to solution design and architecture discussions, ensuring scalable, secure, and high-performing cloud-based implementations Guide the adoption of AI, automation, and advanced CX capabilities to improve efficiency and customer experience outcomes Orchestrate cross-functional teams including architects, developers, consultants, and partners to deliver integrated solutions Validate technical deliverables and ensure alignment with best practices, standards, and customer requirements Identify and mitigate risks and dependencies early, ensuring predictable and high-quality delivery outcomes Partner with Sales, Pre-Sales, and Service Engagement teams to support scoping, solutioning, and seamless transition into delivery   Required Qualifications: 7+ years of experience in IT, Professional Services, or technology consulting roles Proven track record delivering complex, enterprise-scale programs with ownership of both delivery and financial performance Strong experience working with enterprise customers and executive stakeholders Solid understanding of cloud architectures, system integrations, and contact center technologies Experience contributing to or reviewing technical solution design and architecture Demonstrated ability to manage multiple concurrent projects in fast-paced environments Excellent communication, negotiation, and stakeholder management skills Fluent English   Preferred Qualifications: Experience in Customer Experience (CX) or Contact Center environments Exposure to AI, automation, or conversational technologies applied to CX use cases Project Management certification such as PRINCE2 or PMI Certification in IT Service Manage