Sr. Services Engagement Director

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.

Role Overview:

Drive the growth and strategic impact of Professional Services by owning services-led revenue across complex enterprise accounts, shaping how organizations modernize customer experience through AI, automation, and cloud transformation. This role directly influences customer outcomes by aligning services strategy with business goals, ensuring that investments in the Genesys platform translate into measurable value, adoption, and long-term success. At Genesys, we are advancing customer experience through empathy, innovation, and AI-driven capabilities, enabling organizations to deliver more meaningful, connected interactions at scale. You will operate at the center of sales, customer success, and delivery, guiding customers through transformation journeys while strengthening executive relationships and expanding services footprint. This position offers high visibility, direct impact on revenue growth, and the opportunity to shape enterprise-level CX transformation initiatives.

Key Responsibilities:

• Own and drive end-to-end Professional Services revenue strategy across assigned accounts, influencing pipeline creation, deal structure, and revenue attainment

• Develop and expand a high-quality services pipeline by identifying transformation opportunities tied to AI-enabled CX, automation, and data-driven initiatives

• Lead complex services sales cycles by positioning consulting, implementation, migration, and optimization offerings aligned to measurable customer outcomes

• Design and deliver outcome-focused proposals that demonstrate ROI, operational efficiency gains, and enhanced customer experience

• Partner cross-functionally with Account Executives, Solution Consultants, and delivery leadership to drive alignment throughout the full customer lifecycle

• Influence executive stakeholders to define and execute transformation roadmaps, including AI adoption, governance, and innovation strategies

• Navigate multi-layered customer environments to negotiate and close large-scale Professional Services engagements

• Ensure alignment between sold services and delivery execution to drive customer satisfaction, retention, and long-term value realization

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

• Monitor market trends, competitive dynamics, and customer buying behaviors to refine services positioning and strategy

Required Qualifications:

• 5 to 7+ years of experience in SaaS or cloud software sales with significant focus on Professional Services

• Demonstrated success owning and closing complex, multi-stakeholder services engagements with measurable revenue impact

• Proven experience selling cloud transformation initiatives, including migration from on-premise environments

• Strong background in CCaaS, CX platforms, or adjacent enterprise technologies

• Deep understanding of how Professional Services drive adoption, value realization, and customer lifecycle expansion

• Experience engaging and influencing executive-level stakeholders in enterprise environments

• Strong account planning, opportunity management, and negotiation capabilities

• Consistent track record of expanding revenue within existing accounts while contributing to new business growth

• Ability to manage long-cycle, high-value sales processes with multiple decision-makers

• Willingness and ability to travel up to 50 percent

Preferred Qualifications:

• Experience with AI-driven platforms, automation technologies, or advanced analytics solutions within CX environments

• Familiarity with Genesys Cloud or similar cloud-based CX platforms

• Experience aligning services strategy with enterprise digital transformation initiatives

• Demonstrated ability to drive cross