Sr. Services Engagement Director

Be the one building AI-powered experiences where they matter most

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Senior Services Engagement Director
Greater Toronto Area, Canada

Role Overview:
The Senior Services Engagement Director drives Professional Services growth across strategic Canadian accounts, helping customers translate their Genesys investments into measurable business value through advisory, implementation, migration, optimization, and transformation services. This highly visible individual contributor role owns services pipeline creation, deal strategy, and revenue attainment while partnering with customer executives and internal leaders across Sales, Customer Success, Solution Consulting, and Professional Services. The role will shape complex customer transformation roadmaps spanning cloud modernization, AI-powered customer experience, automation, analytics, orchestration, and AI governance, with a focus on practical adoption and value realization. Success requires the commercial judgment to navigate complex enterprise buying environments and build trusted relationships across Canada's telecommunications and financial services sectors. The role also provides significant exposure to enterprise transformation initiatives and senior leadership, creating opportunities to deepen expertise in AI-enabled CX, cloud transformation, and strategic services growth.

Key Responsibilities:

• Own Professional Services revenue growth across assigned Canadian accounts by developing account-specific services strategies, pipeline plans, and expansion opportunities aligned with customer priorities
• Drive a strong, sustainable Professional Services pipeline by identifying, qualifying, and advancing advisory, implementation, migration, optimization, and transformation opportunities
• Lead complex services sales motions that connect Genesys Professional Services capabilities to customer outcomes across AI-powered CX, automation, analytics, orchestration, cloud migration, and modernization
• Develop outcome-based proposals and executive messaging that demonstrate how Professional Services can improve customer experience, accelerate adoption, increase operational efficiency, and strengthen return on Genesys investments
• Partner with Account Executives, SDRs, Solution Consultants, Customer Success, and delivery leadership throughout the customer lifecycle to align services strategy with broader account objectives and retain-and-grow motions
• Achieve quarterly and annual Professional Services revenue targets through disciplined account planning, opportunity management, negotiation, and deal execution
• Advise customer executives and key stakeholders on transformation roadmaps, AI adoption, governance, implementation strategy, and leading practices that support sustainable value realization
• Navigate complex enterprise stakeholder environments to influence deal structure, resolve commercial challenges, and close multi-stakeholder Professional Services engagements
• Align sold services with delivery expectations by partnering with delivery teams to establish clear outcomes, scope, and customer expectations that support successful execution and satisfaction
• Expand the Professional Services footprint within existing accounts by identifying opportunities for AI enablement, optimization, modernization, and innovation services
• Monitor market trends, customer buying behaviours, and competitive dynamics across Professional Services, CCaaS, AI-enabled CX, cloud transformation, and digital transformation to strengthen account strategy
• Strengthen customer retention and long-term account growth by connecting successful services outcomes to continued platform adoption and business value
• Introduce customers to new and evolving Genesys Professional Services capabilities, including AI services and packaged offerings that address emerging business priorities

Required Qualifications:

• 5 to 7+ years of experience in SaaS, cloud software, enterprise technology sales, or Professional Services sales, with significant exposure to services-led commercial motions
• Demonstrated success selling Professional Services within a SaaS, cloud, CCaaS, CX, or adjacent enterprise software environment
• Proven track record of owning and closing complex Professional Services revenue opportunities involving multiple customer stakeholders
• Experience selling on-premises-to-cloud transformation services, including migration, modernization, implementation, and optimization initiatives
• Strong background in CCaaS, customer experience, or adjacent enterprise software markets, with exposure to AI-enabled platforms, automation, analytics, or related solutions
• Strong understanding of how Professional Services support customer adoption, value realization, retention, and long-term revenue growth, including the role of AI in accelerating customer outcomes
• Established relationships across Canada's three major telecommunications companies and Big Five banks, with the ability to engage relevant enterprise stakeholders
• Strong account planning, opportunity management, commercial negotiation, and services pipeline development capabilities
• Proven ability to communicate complex business and technology concepts effectively with executive-level stakeholders
• Consistent history of expanding pipeline and revenue within existing enterprise accounts while contributing to net-new growth
• Experience navigating complex, long-cycle enterprise sales processes with demonstrated Professional Services revenue success
• Ability to travel up to 50 percent as business and customer needs require

Preferred Qualifications:

• Experience advising enterprise customers on AI adoption, AI governance, automation, analytics, or AI-enabled customer experience transformation
• Experience developing services strategies for large Canadian telecommunications or financial services organizations
• Familiarity with Genesys Cloud or comparable enterprise CCaaS platforms and their associated implementation, migration, and optimization services
• Experience collaborating closely with Professional Services delivery organizations to align commercial commitments with successful customer outcomes

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

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

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.  

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

After you apply, here's what you can typically expect:

• 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

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Employee Referral

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

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.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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].

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.

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.