PS Project Manager - CX & AI Transformation

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.

The Professional Services (PS) Project Manager for the Middle East & Turkey region (based in Riyadh) is a strategic delivery leader responsible for driving end-to-end transformation programs on Genesys Cloud, spanning Contact Center modernization, AI-driven customer engagement (Bots, Virtual Agents for Voice/Digital), and digital experience initiatives. This role goes beyond traditional project management. It requires a strong blend of delivery excellence, business consulting, and customer value realization. The ideal candidate will engage both IT and business stakeholders, ensuring that every project delivers measurable business outcomes, drives adoption of advanced platform capabilities, and unlocks new opportunities for customer growth. As a trusted advisor, the PM will play a key role in creating customer champions, expanding the footprint of Genesys solutions, and accelerating AI adoption across customer organizations.

At Genesys, we live by our values: Go Big, Fly in Formation, and Embrace Empathy. In this role, you will lead transformational outcomes, collaborate across teams, and build meaningful, value-driven customer relationships.

Key Responsibilities

• Lead the end-to-end delivery of complex CX transformation programs, including cloud contact center deployments, omnichannel journeys, and AI-driven use cases (Bots, Virtual Agents, automations etc).

• Act as a strategic partner to both business and IT stakeholders, translating business objectives into successful delivery outcomes and measurable value.

• Drive business value realization by ensuring customers fully adopt Genesys Cloud capabilities, including advanced features and AI-powered solutions.

• Move beyond traditional project with focus only on KPIs such as time/cost/scope but also to focus beyond on customer outcomes such as CX improvement, operational efficiency, and ROI.

• Proactively identify and recommend AI and digital engagement use cases, guiding customers on their CX and automation roadmap.

• Build strong executive relationships and act as a trusted advisor, enabling the creation of customer champions and long-term partnerships.

• Identify and influence expansion opportunities, working closely with Sales and Customer Success to drive account growth.

• Lead change management and adoption strategies, ensuring high user engagement and successful business transformation.

• Ensure effective governance across projects, including risk management, financial control, and delivery quality.

• Collaborate cross-functionally with Sales, Pre-Sales, Customer Success, and Support to ensure a unified customer experience.

Minimum Requirements

Education & Experience:

• Bachelor's degree in engineering, Business, Management, or related field with 8+ years of experience; OR

• Master’s Degree with 3+ years of experience.

Core Experience:

• Proven experience delivering Contact Center, CX, or Digital Transformation programs, preferably on cloud platforms.

• Strong exposure to AI-driven customer engagement solutions (Bots, Virtual Agents, automations, analytics etc).

• Demonstrated ability to engage with business stakeholders (e.g., Customer Experience, Operations, Marketing)—not just IT teams.

• Experience driving value-based delivery, focusing on adoption, ROI, and business outcomes.

Key Skills:

• Strong business acumen with the ability to connect technology delivery to business impact.

• Excellent stakeholder management, including executive-level communication and influence.

• Solid understanding of project financials (budgeting, forecasting, margin management).

• Ability to operate in a fast-paced, multicultural environment.

• Fluency in English is a must. Additional speaking in Arabic is preferred.

Desirable Skills & Certifications

• PMP, PRINCE2, or equivalent project management certification.

• Genesys Cloud Certification (Professional or higher) or similar Professional certifications on Customer Experience and AI technologies.

• Experience with CX transformation frameworks, journey design, or consulting-led delivery.

• Familiarity with Agile or hybrid delivery methodologies.

What We Value

• Go Big: Think beyond delivery—drive transformation and measurable customer impact.

• Fly in Formation: Partner across teams to deliver seamless, high-value outcomes.

• Embrace Empathy: Build trust with customers by understanding both their business and operational challenges.

Location & Travel

• Base: Riyadh, Saudi Arabia.

• Travel: Occasional travel across GCC for strategic customer engagements.

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:

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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.