Services Engagement Director

Genesys•Washington, NV

10d•$129,600 - $228,000•Remote

About The Position

Drive enterprise-scale customer experience transformation by owning how organizations adopt, expand, and realize measurable value from the Genesys platform. This role shapes revenue growth, platform expansion, and long-term customer success across complex, high-value accounts. At Genesys, we help organizations deliver empathetic, AI-powered experiences at scale, and you will translate that vision into tangible business outcomes that improve customer loyalty, operational efficiency, and digital engagement. You will operate at the intersection of sales, services, and customer success, influencing strategy, guiding AI-enabled transformation, and aligning executive stakeholders around measurable impact. This position offers visibility across enterprise initiatives, direct partnership with senior leaders, and the opportunity to shape how global organizations modernize customer experience.

Requirements

5 to 7 or more years of experience in SaaS or cloud sales, with a strong focus on Professional Services engagements
Demonstrated success selling complex, multi-stakeholder Professional Services solutions within enterprise environments
Proven track record of owning and closing services-driven revenue across large, strategic accounts
Strong experience supporting cloud transformation initiatives, including migration and modernization programs
Background in CCaaS, customer experience platforms, or related enterprise

Responsibilities

Own end-to-end Professional Services revenue strategy across a defined enterprise portfolio, driving growth, expansion, and long-term account value
Build and scale a high-quality services pipeline that accelerates deal velocity and increases platform adoption across strategic customers
Lead complex, multi-solution services engagements that align consulting, implementation, migration, and optimization to measurable business outcomes
Design outcome-driven proposals that quantify impact across AI-powered CX, automation, analytics, and orchestration initiatives
Partner with cross-functional leaders to align services strategy with account plans, lifecycle milestones, and customer success objectives
Influence deal structures and negotiate agreements that maximize customer value, retention, and recurring revenue potential
Guide customers through AI-enabled transformation journeys that improve operational efficiency, experience quality, and digital performance
Ensure alignment between services sold and delivery execution to achieve successful outcomes and high customer satisfaction
Expand services footprint within existing accounts by identifying opportunities for innovation, optimization, and AI enablement
Strengthen executive relationships to drive customer retention, platform expansion, and long-term strategic partnerships
Maintain deep expertise in AI-enabled CX trends, competitive dynamics, and emerging technologies to inform customer strategy
Enable adoption of new Genesys capabilities and services that enhance performance, scalability, and business outcomes