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.

Job Summary
The Senior Services Engagement Director is a Professional Services focused sales leader responsible for driving services revenue growth within assigned accounts, including public sector customers, while building deep, trusted relationships with customers and internal partners. At Genesys, we are transforming the customer experience landscape through empathy, innovation, and cloud powered solutions, and Professional Services plays a critical role in helping customers realize that value. This highly visible individual contributor role operates at the intersection of Professional Services, Sales, and Customer Success, with direct accountability for services pipeline creation, deal execution, and revenue attainment. You will partner closely with commercial and public sector customers to understand their business and mission driven challenges, guide transformation journeys, and position Genesys Professional Services as a strategic enabler of long term success. Joining Genesys means becoming part of a global team committed to helping organizations deliver exceptional experiences at scale.

Key Responsibilities

• Own and drive Professional Services revenue across a defined region or set of named accounts, including public sector customers, through strategic account planning and services led business strategies.

• Identify, qualify, and develop services specific opportunities, building and maintaining a robust Professional Services pipeline across commercial and public sector accounts.

• Lead services sales motions by positioning advisory, implementation, migration, optimization, and transformation offerings aligned to customer business and mission outcomes.

• Develop and deliver compelling, outcome focused messaging and proposals that clearly articulate the value of Genesys Professional Services, with consideration for public sector procurement and compliance requirements.

• Partner closely with Account Executives, SDRs, Solution Consultants, Customer Success, and delivery leadership throughout the full customer lifecycle, from initial engagement through retention and expansion.

• Meet and exceed quarterly and annual Professional Services revenue targets.

• Serve as a trusted advisor to customer executives and senior stakeholders, including public sector leaders, guiding customers on CX transformation roadmaps, best practices, and value realization.

• Navigate and influence complex customer environments, including regulated and public sector organizations, to negotiate and close Professional Services engagements.

• Ensure strong alignment between sold services and successful delivery by collaborating closely with delivery teams to set expectations and drive customer satisfaction.

• Proactively identify opportunities to expand the services footprint within existing customers, including follow on and expansion engagements.

• Maintain a strong understanding of market trends, customer buying behaviors, and competitive dynamics related to Professional Services, CX transformation, and public sector technology adoption.

• Drive high levels of customer satisfaction, retention, and long term account growth through services success.

• Ensure customers are informed of new and evolving Genesys Professional Services offerings and capabilities.

Required Experience and Qualifications

• Demonstrated success selling Professional Services within a SaaS or cloud based technology organization.

• Proven track record of owning and closing services led revenue, including complex, multi stakeholder engagements.

• Experience supporting public sector customers, including familiarity with public sector procurement processes, compliance considerations, and buying cycles.

• Experience selling on premise to cloud transformation services, including migration and modernization initiatives.

• Strong background in CCaaS, customer experience, or adjacent enterprise software markets.

• 5 to 7 or more years of experience in SaaS or cloud software sales, with significant exposure to Professional Services sales motions.

• Clear understanding of how Professional Services drive customer adoption, value realization, and long term revenue growth.

• Strong account planning, opportunity management, and negotiation skills.

• Ability to communicate and present effectively to executive level stakeholders.

• Consistent history of expanding pipeline and revenue within existing accounts while contributing to net new growth.

• Experience leading complex, long cycle sales processes with measurable revenue success.

• Ability to travel up to 50 percent.

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.

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.

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, visitwww.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.

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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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.