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.

Services Engagement Director

The Services Engagement Director shapes how Genesys Professional Services helps customers turn customer experience strategy into successful implementation, consulting, and managed services engagements. This role owns the development and progression of strategic services opportunities, influencing customer investment decisions and driving services bookings that support sustainable revenue growth.

As a senior member of Genesys pursuit teams, you will partner with Account Executives, Customer Success Managers, services leaders, and customer stakeholders to align business priorities with services solutions that deliver tangible customer value. You will gain broad visibility across enterprise pursuits and senior leadership while deepening your expertise in complex services sales, commercial strategy, and customer transformation.

What you will do:

- Own the end-to-end development of strategic Professional Services opportunities across implementation, consulting, and managed services to achieve quarterly bookings objectives and support projected revenue
- Drive alignment across Account Executives, Customer Success Managers, Professional Services leaders, and other stakeholders to build coordinated pursuit strategies that address customer priorities
- Develop a strong pipeline of services opportunities by identifying customer needs, pursuing qualified leads, and expanding relationships with prospective and existing clients
- Build trusted relationships with customer stakeholders to strengthen engagement, uncover strategic priorities, and position services that support successful business outcomes
- Lead customer presentations and proposals that clearly connect Genesys services capabilities with customer objectives, transformation priorities, and expected value
- Influence commercial strategy by applying knowledge of market conditions, customer buying strategies, and competitive dynamics to negotiate and close complex services engagements
- Contribute to strategic and tactical planning for Professional Services by bringing customer, market, and pipeline insights into decisions that support growth and scalable services engagement
- Partner with senior leaders and pursuit teams on high-value opportunities, increasing exposure to enterprise initiatives and strengthening strategic sales leadership capabilities

You have been there and done this…

- 5+ years of experience in a business environment, including at least 3 years of customer-facing sales experience within business solutions, telecommunications, technology, or a related services environment
- Proven success in sales lead generation, opportunity development, acquisition, negotiation, and relationship management
- Demonstrated ability to identify and develop business opportunities and successfully progress complex deals through negotiation and close
- Strong leadership, interpersonal, presentation, and stakeholder management capabilities
- Excellent written and verbal communication skills, with the ability to communicate effectively with customers, internal teams, and senior stakeholders
- Demonstrated ability to influence thinking and gain stakeholder acceptance in sensitive or complex situations
- Ability to work effectively both independently and collaboratively as part of cross-functional pursuit teams
- Bachelor's degree in computer technology, a related technical discipline, or equivalent professional technical experience, with relevant industry experience
- Ability to travel approximately 25% to 50% to engage with customers and deliver presentations

Preferred Qualifications:

- Master of Business Administration or other relevant postgraduate qualification
- Experience using Salesforce or a comparable customer relationship management platform
- PMP, PRINCE2, Six Sigma, Lean Process, or another relevant methodology or project management certification

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must have work rights in Australia.

#LI-JM1

#LI-Hybrid

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® (https://www.genesys.com/company/newsroom/announcements/genesys-earns-2025-great-place-to-work-certification-across-17-countries) 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

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities .

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

Employee Referral

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

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.