Sr. Services Engagement Director

Be the one building what's next - where AI, experience and impact come together.

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, Mid-Market United States (Remote)

Role Overview:

Own and accelerate the growth of professional services revenue by shaping and closing high-value services engagements that drive measurable customer outcomes. This role plays a critical part in expanding customer adoption, ensuring successful deployments, and increasing lifetime value through strategic services alignment. At Genesys, we are redefining how organizations deliver customer experiences through empathy, AI, and cloud innovation, and this role is central to bringing that vision to life for mid-market customers. You will operate in a fast-paced environment where speed, trust, and execution directly impact revenue and customer success. This position offers strong exposure to sales leadership, cross-functional collaboration, and emerging AI-driven solutions, with clear opportunities to expand influence across larger and more complex engagements.

Key Responsibilities:

• Own the end-to-end services sales motion, partnering with Account Executives to drive professional services revenue and deal closure
• Shape and position services solutions that align with customer business outcomes, implementation success, and long-term adoption
• Develop and deliver compelling services proposals, scopes of work, and pricing within rapid sales cycles
• Influence deal strategy by aligning services value with platform adoption, AI expansion, and customer transformation goals
• Build trusted relationships with customers and stakeholders to drive confidence in delivery approach and execution
• Drive expansion within existing accounts by identifying additional services opportunities tied to platform growth and innovation
• Collaborate with delivery, product, and leadership teams to ensure alignment between sold services and execution capabilities
• Maintain a strong understanding of competitive services offerings within CCaaS and UCaaS ecosystems

Required Qualifications:

• 7+ years of experience in services sales, consulting, or services engagement leadership within SaaS or software environments
• Proven ability to meet or exceed services revenue targets in fast-paced, mid-market sales environments
• Strong background in structuring and selling professional services engagements tied to software implementations
• Experience developing statements of work, pricing models, and services proposals
• Demonstrated ability to manage multiple concurrent opportunities with high responsiveness and accountability
• Strong communication and stakeholder management skills across technical and business audiences
• Familiarity with customer experience, contact center, or unified communications platforms
• Technical aptitude with the ability to understand and position complex solutions

Preferred Qualifications:

• Experience within the Genesys ecosystem or competing CCaaS platforms such as NICE, Five9, or Amazon Connect
• Background in industries such as financial services, healthcare, insurance, or retail
• Experience supporting AI-driven customer experience solutions or digital transformation initiatives
• Exposure to large-scale implementations, migrations, or post-merger integration programs
• Experience working in a pod-based sales model alongside Account Executives

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

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