Sr. Manager, Services Engagement

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 Manager, Services Engagement

Up to 50% travel

About Genesys

Genesys orchestrates billions of remarkable customer experiences each year for organizations in more than 100 countries. Through our cloud, digital, and AI-powered technologies, we help businesses deliver Experience as a Service™—empathetic, personalized experiences at scale. Our platform enables proactive, predictive, and connected experiences across marketing, sales, and service while improving employee productivity and engagement.

The Role

Genesys is seeking a Senior Manager, Services Engagement to lead services sales execution for our Professional Services and Education offerings. In this role, you will manage and coach a team of Services Engagement Sales professionals while also be responsible for the combined quota of the entire team. You will be responsible for driving professional services and education bookings, revenue growth, and customer value through consultative, solution-based selling.

This is a hands-on leadership role for a proven services sales leader who thrives in fast-paced, SaaS environments and enjoys building high-performing teams while directly contributing to revenue outcomes.

What You’ll Do

Drive Revenue & Bookings

- Consistently meet or exceed quarterly and annual professional services and education bookings, revenue and profitability targets.
- Personally position the value of services, negotiate and close services opportunities independently and in partnership with account teams.
- Identify and develop services sales opportunities that drive customer adoption, consumption, and expansion.
- Translate customer business and technical needs into clear, compelling services proposals and statements of work.
- The manager is also accountable that every proposal is based on well-defined services and clearly articulated and achievable outcomes. It should also be financially heathy to deliver expected profitability and follows Genesys PS Strategy and regional objectives.

Lead & Develop High-Performing Teams

- Manage, coach, and develop a team of quota-carrying Services Engagement Sales professionals.
- Assign and manage individual quotas, KPIs, and revenue targets.
- Establish and track pipeline health, forecasts, and performance metrics to ensure predictable results.
- Provide ongoing coaching, feedback, and corrective action plans to support performance improvement.
- Foster a culture of accountability, collaboration, and continuous improvement.

Account Planning & Cross-Functional Collaboration

- Develop and execute account plans in partnership with Sales, Professional Services, and Customer Success teams.
- Collaborate with Professional Services delivery teams to identify upsell and cross-sell opportunities.
- Build trusted relationships with customers, partners, account executives, and internal stakeholders.
- Leverage customer insights and data to continuously improve selling strategies and services offerings.

Solution & Value Selling

- Apply consultative, solution-selling approaches to align services with customer business objectives.
- Leverage technical and functional expertise to understand customer challenges and scope billable services accurately.
- Partner with third-party vendors and ecosystem partners to support complex customer solutions.

What You Bring

Required Qualifications

- 8+ years of experience in services sales, technical sales, or business development
- 3+ years of experience managing and coaching quota-carrying sales professionals
- Proven track record of meeting or exceeding individual and team sales targets
- Experience developing statements of work and professional services proposals
- Background in SaaS, CCaaS, or enterprise software environments
- Strong consultative, solution-selling experience
- Excellent forecasting, pipeline management, and organizational skills
- Strong executive communication and relationship-building abilities

Preferred Qualifications

- Experience selling professional services alongside enterprise software
- Demonstrated success leveraging partner ecosystems to achieve quota
- Experience working in global, matrixed organizations

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

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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.