Director, Genesys

TELUS Digital•Durham, NC

3d•Hybrid

About The Position

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in Genesys Cloud CX, including enterprise-grade routing, omnichannel orchestration, workforce engagement (WEM), analytics, and native AI capabilities. This director-level role will drive the growth of our Genesys consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for overall practice P&L, solution implementation and delivery, talent development, and strategic partnerships with Genesys to position our firm as a premier implementation partner in the market. The strategic priorities of this role will be to: Build and scale a high-performing CCaaS practice focused on Genesys Cloud CX delivery, achieving growth targets and margin goals 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 outcomes and technical 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 across enterprise environments
5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting
Experience with Genesys Cloud CX native telephony, analytics, and AI capabilities, including voice, routing, and conversational AI
Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy 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 revenue growth and margin improvement
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
Experience leading migrations from legacy CCaaS and CRM platforms, including data, routing, and telephony/CTI considerations
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 excellence
Bachelor’s degree required
Up to 25% travel required to support client engagements, business development, and team collaboration.

Nice To Haves

MBA or advanced degree preferred
Genesys Cloud CX certifications strongly preferred, including Genesys Cloud CX: Professional Certification, Genesys Cloud CX: Architect Certification, Genesys 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 and Genesys WEM, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
Own P&L responsibility for the Genesys delivery 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, and define and govern measurable AI outcomes across the platform
Partner with business development and marketing teams to create compelling go-to-market strategies and 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
Support complex, strategic Genesys engagements with enterprise clients, serving as a trusted advisor to C-suite executives
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
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
Support proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success
Demonstrate 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 the firm 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 and delivery expertise 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