Senior Services Engagement Director

Role Overview

Shape how some of the world's largest organizations turn customer experience technology investments into measurable business value. As a Senior Services Engagement Director, you will own the Professional Services strategy across a portfolio of complex enterprise accounts, connecting customer priorities with consulting, implementation, migration, optimization, and AI-enabled transformation initiatives.

Operating at the intersection of Sales, Professional Services, and Customer Success, you will independently shape services strategies, influence executive decisions, develop transformation roadmaps, and build services opportunities that contribute to revenue growth, operational efficiency, platform adoption, and stronger customer experiences. Your work will help organizations apply Genesys Cloud, AI, automation, analytics, and orchestration capabilities to improve how they engage and serve their customers.

You will partner with senior and executive customer stakeholders and cross-functional Genesys leaders to align services investments with strategic business priorities and ensure engagements translate into sustained value. This role requires strong business judgment, the ability to navigate ambiguity and complex enterprise environments, and the ability to influence outcomes across multiple stakeholders without direct authority.

Key Responsibilities

• Own the end-to-end Professional Services strategy across a defined portfolio of complex enterprise accounts, driving services revenue, customer value, and long-term Genesys platform adoption.

• Build and expand a high-quality services pipeline that accelerates deal progression and creates sustainable revenue growth across strategic accounts.

• Lead complex services engagements that connect consulting, implementation, cloud migration, modernization, and optimization solutions to customer business priorities and measurable outcomes.

• Design and position outcome-driven proposals that demonstrate measurable value across AI-powered customer experience, automation, analytics, and orchestration initiatives.

• Drive alignment across Sales, Professional Services, Customer Success, and Delivery teams to connect services strategy with account objectives and customer lifecycle milestones.

• Influence commercial strategies and negotiate complex services agreements that balance customer outcomes, successful delivery, business requirements, and long-term revenue potential.

• Guide enterprise customers through complex AI-enabled transformation programs that improve operational efficiency, experience quality, and adoption of Genesys Cloud capabilities.

• Navigate ambiguity and complex customer environments to identify risks, develop solutions, and influence decisions that support successful business and customer outcomes.

• Ensure alignment between services commitments and delivery execution to strengthen accountability, customer satisfaction, and successful business outcomes.

• Expand the services footprint within existing accounts by identifying opportunities for optimization, modernization, innovation, and AI enablement.

• Build and strengthen executive relationships that support customer retention, account growth, and continued investment in the Genesys platform.

• Apply deep expertise in AI-enabled customer experience, CCaaS, cloud transformation, competitive dynamics, and emerging technologies to shape relevant services strategies and influence customer decisions.

• Enable customers to adopt new Genesys capabilities and services offerings that improve performance and create sustained business value.

• Serve as a trusted advisor to customers and internal stakeholders, providing expertise and guidance on complex Professional Services opportunities and enterprise transformation initiatives.

Required Qualifications

• 10+ years of relevant experience in enterprise SaaS, cloud technology, consulting, or Professional Services, including 5+ years of experience selling, shaping, or leading complex Professional Services engagements within enterprise customer environments.

• Demonstrated success selling complex, multi-stakeholder Professional Services solutions within large enterprise environments.

• Proven track record of independently owning, developing, and closing services-driven revenue opportunities across large, strategic customer accounts.

• Strong experience supporting complex cloud transformation initiatives, including migration, modernization, optimization, and enterprise adoption programs.

• Strong background in CCaaS, customer experience platforms, cloud software, Professional Services, or adjacent enterprise technology domains.

• Clear understanding of how Professional Services contribute to customer adoption, value realization, retention, platform expansion, and recurring revenue growth.

• Strong account planning, opportunity management, commercial judgment, and negotiation capabilities, including experience navigating complex enterprise commercial discussions.

• Demonstrated ability to engage senior and executive stakeholders, communicate business value, and influence strategic decisions across complex organizations.

• Demonstrated ability to operate independently, exercise sound judgment, and develop solutions in complex or ambiguous customer and business environments.

• Consistent history of developing pipeline and expanding revenue opportunities within existing enterprise accounts.

• Experience navigating long, complex enterprise sales cycles involving multiple business, technical, commercial, and executive stakeholders.

• Demonstrated ability to influence and align cross-functional stakeholders without direct authority.

• Ability and willingness to travel up to 50 percent.

Preferred Qualifications

• Experience with AI-driven platforms or solutions within customer experience, CCaaS, SaaS, or enterprise software environments.

• Familiarity with data-driven transformation initiatives involving analytics, automation, orchestration, or AI-enabled customer experiences.

• Experience collaborating across global, cross-functional teams and navigating complex stakeholder environments.

• Strong understanding of enterprise transformation frameworks, customer success methodologies, and services-led value realization.

• Experience serving as a strategic advisor to enterprise customers on technology transformation, adoption, or business-value initiatives.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$129,600.00 - $228,000.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Click here to view a summary overview of our Benefits.

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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