Sr. Services Engagement Director

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. You will operate at the center of sales, customer success, and delivery, guiding customers through transformation journeys while strengthening executive relationships and expanding the services footprint.

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-functional collaboration across sales, delivery, and customer success teams.

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.

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

Equal‑Opportunity Employer

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.

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