Senior 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 enterprise accounts and shaping how organizations realize value from AI-powered customer experience transformation. This role influences how large enterprises adopt, scale, and optimize Genesys Cloud to improve customer engagement, operational efficiency, and business outcomes. At Genesys, we are advancing customer experience through empathy and AI innovation, enabling organizations to deliver more human, connected experiences at scale. You will partner with senior stakeholders to align services strategy with business priorities, ensuring measurable value realization and long-term success. This position offers visibility across executive teams and the opportunity to shape complex, high-value transformations in a rapidly evolving AI and CX landscape.

Key Responsibilities:

• Own and expand Professional Services revenue across a defined set of strategic enterprise accounts, driving pipeline creation and deal closure

• Lead services-led sales strategies that align consulting, implementation, migration, and optimization offerings to customer business outcomes

• Design and position high-impact service solutions that accelerate AI-driven CX transformation, automation, and data utilization

• Influence deal structures and commercial strategies to maximize customer value realization and long-term platform adoption

• Partner with Account Executives, Solution Consultants, and delivery leaders to align services strategy across the full customer lifecycle

• Engage executive stakeholders to shape transformation roadmaps, including AI adoption, governance, and operational best practices

• Navigate complex buying environments to secure services engagements across multi-stakeholder enterprise organizations

• Drive expansion within existing accounts by identifying opportunities for optimization, innovation, and AI enablement services

• Ensure alignment between sold services and delivery execution to maintain customer satisfaction and retention

• Analyze market trends, customer behaviors, and competitive dynamics to refine services positioning and growth strategies

Required Qualifications:

• Demonstrated success selling Professional Services within SaaS or cloud-based technology organizations

• Proven track record of owning and closing complex, multi-stakeholder services engagements

• Experience supporting on-premises to cloud transformation initiatives, including migration and modernization

• Strong background in CCaaS, CX, or adjacent enterprise software markets

• 5 to 7+ years of experience in SaaS or cloud sales with exposure to Professional Services sales

• Deep understanding of how Professional Services drive adoption, value realization, and revenue growth

• Established relationships within major Canadian telecommunications providers and leading financial institutions

• Strong account planning, opportunity management, and negotiation capabilities

• Ability to communicate effectively with executive-level stakeholders

• Experience managing long sales cycles with consistent revenue achievement

Preferred Qualifications:

• Experience with AI-driven platforms or solutions within CX or enterprise software environments

• Familiarity with AI governance, automation strategies, and data-driven customer engagement models

• Experience collaborating across sales, delivery, and customer success organizations

• Ability to influence cross-functional teams and drive alignment in complex enterprise environments

Benefits That Support You:

We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off, including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits, including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Location

• Fully remote within greater GTA (Greater Toronto Area)

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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.  

Employee Referrals:

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, 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 [email protected].

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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 and veteran status, and other protected characteristics.

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