Director, Genesys Practice & Advisory

TELUS Digital

19d•Hybrid

About The Position

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice on the Genesys Cloud CX platform. This director-level role combines practice leadership, client advisory, and delivery oversight - owning P&L, shaping go-to-market strategy, and establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for overall practice performance, solution delivery, talent development, and strategic partnerships with Genesys to position TELUS Digital as a premier Genesys partner in the market. The strategic priorities of this role will be to: Build and scale a high-performing CCaaS practice on Genesys Cloud CX, achieving growth targets and margin goals across delivery and advisory services Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes Lead a cloud-native Genesys Cloud CX strategy, supporting commercial activity, lighthouse wins, and migration paths from legacy on-premises and competitive CCaaS platforms Establish thought leadership and market differentiation in Genesys Cloud CX–powered contact center transformation, including AI-driven routing, digital bots, agent assist, and journey orchestration, with a focus on enterprise client outcomes and delivery excellence Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities

Requirements

10+ years of experience in contact center technology, including CRM integration, with demonstrated leadership of Genesys platform implementations and advisory engagements across enterprise environments
5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting
Proven track record leading large-scale CCaaS transformation programs from strategy and advisory through implementation and support
Deep contact center operations expertise, including routing, WEM/QM, agent experience design, deflection/self-service strategies, and omnichannel orchestration
Experience building and scaling professional services practices with demonstrated bookings growth, margin improvement, and utilization performance
Experience developing reusable accelerators, templates, and solution patterns to scale Genesys CCaaS delivery and reduce implementation timelines
Working knowledge of competitive CCaaS platforms and the ability to position Genesys's differentiation in multi-vendor evaluations
Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholders
Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation
Strong business acumen, including P&L management, financial modeling, and resource optimization
Proven ability to build strategic partnerships and navigate complex vendor ecosystems
Results-driven with a track record of achieving aggressive growth targets while maintaining delivery and advisory excellence
Bachelor's degree required
Genesys Cloud CX certifications preferred, including Genesys Cloud CX: Professional Certification; Architect and WEM certifications (WFM / QM) a plus
Additional certifications in related technologies (Salesforce, Microsoft, Google Cloud, AWS, Assistive or Agentic platforms) are highly valued
Industry certifications (PMP, Lean Six Sigma) are a plus

Nice To Haves

MBA or advanced degree preferred
Genesys Cloud CX certifications preferred, including Genesys Cloud CX: Professional Certification; Architect and WEM certifications (WFM / QM) a plus
Additional certifications in related technologies (Salesforce, Microsoft, Google Cloud, AWS, Assistive or Agentic platforms) are highly valued
Industry certifications (PMP, Lean Six Sigma) are a plus

Responsibilities

Own delivery governance and oversight across Genesys Cloud CX engagements, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
Own P&L responsibility for the Genesys practice, including revenue growth, margin optimization, and resource utilization
Develop and execute a practice strategy aligned with company objectives and market opportunities
Build scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities
Partner with business development, sales, and marketing teams to shape go-to-market strategies, support pursuits, and develop thought leadership content
Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Genesys capabilities
Establish and maintain a strategic partnership with Genesys, including partner tier progression and roadmap alignment
Own end-to-end platform strategy and delivery leadership for Genesys Cloud CX, from capability definition through in-life advisory, engaging directly with enterprise clients and C-suite stakeholders
Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
Drive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimization
Drive Day 2 value realization through managed services, continuous optimization, and outcome measurement, ensuring clients achieve and sustain the business case committed during implementation
Maintain deep platform-level expertise in Genesys Cloud CX, including architect, voice and digital channels, AI-driven routing, digital bots, agent assist, WEM, and omnichannel orchestration, to guide solution engineering and delivery teams
Advise on proposal development and solution architecture for major opportunities, providing practice perspective on value proposition, delivery approach, and ROI
Maintain deep practitioner-level understanding of Genesys Cloud CX platform capabilities (architecture, integrations/CTI, routing, AI agents, WEM/QM) and translate that into scalable solution designs, delivery standards, and implementation innovation
Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
Establish practice as a recognized thought leader in Genesys and CX transformation through speaking engagements, publications, and industry participation
Represent TELUS Digital within the Genesys partner ecosystem, including AppFoundry partners, industry forums, and client advisory boards
Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes
Recruit, develop, and retain top-tier talent with Genesys platform expertise, delivery leadership, and CCaaS domain knowledge
Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
Foster a culture of innovation, collaboration, and client excellence within the practice
Establish clear career paths and competency frameworks for CCaaS consultants and architects
Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

Benefits

TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

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