Services Engagement Director

About the role

Drive enterprise-scale customer experience transformation by owning how organizations adopt, expand, and realize measurable value from the Genesys platform. This role shapes revenue growth, platform expansion, and long-term customer success across complex, high-value accounts.

You will translate the vision of delivering empathetic, AI-powered experiences at scale into tangible business outcomes that improve customer loyalty, operational efficiency, and digital engagement. You will operate at the intersection of sales, services, and customer success, influencing strategy, guiding AI-enabled transformation, and aligning executive stakeholders around measurable impact. This position offers visibility across enterprise initiatives, direct partnership with senior leaders, and the opportunity to shape how global organizations modernize customer experience.

Responsibilities

• Own end-to-end Professional Services revenue strategy across a defined enterprise portfolio, driving growth, expansion, and long-term account value
• Build and scale a high-quality services pipeline that accelerates deal velocity and increases platform adoption across strategic customers
• Lead complex, multi-solution services engagements that align consulting, implementation, migration, and optimization to measurable business outcomes
• Design outcome-driven proposals that quantify impact across AI-powered CX, automation, analytics, and orchestration initiatives
• Partner with cross-functional leaders to align services strategy with account plans, lifecycle milestones, and customer success objectives
• Influence deal structures and negotiate agreements that maximize customer value, retention, and recurring revenue potential
• Guide customers through AI-enabled transformation journeys that improve operational efficiency, experience quality, and digital performance
• Ensure alignment between services sold and delivery execution to achieve successful outcomes and high customer satisfaction
• Expand services footprint within existing accounts by identifying opportunities for innovation, optimization, and AI enablement
• Strengthen executive relationships to drive customer retention, platform expansion, and long-term strategic partnerships
• Maintain deep expertise in AI-enabled CX trends, competitive dynamics, and emerging technologies to inform customer strategy
• Enable adoption of new Genesys capabilities and services that enhance performance, scalability, and business outcomes

Qualifications

• 5 to 7 or more years of experience in SaaS or cloud sales, with a strong focus on Professional Services engagements
• Demonstrated success selling complex, multi-stakeholder Professional Services solutions within enterprise environments
• Proven track record of owning and closing services-driven revenue across large, strategic accounts
• Strong experience supporting cloud transformation initiatives, including migration and modernization programs
• Background in CCaaS, customer experience platforms, or related enterprise

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

Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support

Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.