Sr. Services Engagement Director

Genesys•New York, IN

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Senior Services Engagement Director – East (Support Specialist Role) Location: United States Role Summary The Senior Services Engagement Director – East (Support SED) is a quota-carrying Professional Services sales leader responsible for supporting attainment of the East Group Professional Services revenue target. This role focuses on deal execution, sales enablement, and ownership of defined services transactions across the East region. The Support SED partners closely with Field Services Engagement Directors (SEDs), Account Executives, and cross-functional stakeholders to drive efficiency, deal velocity, and consistency in services sales. Unlike traditional SED roles with named account ownership, this position is accountable for group-level services performance, enabling Field SEDs to focus on complex, strategic customer engagements.

Requirements

Proven success selling Professional Services within a SaaS or cloud-based technology organization
Prior experience as a Senior Services Engagement Director or comparable Professional Services sales role
Strong understanding of Professional Services sales processes, deal governance, and approval workflows
Experience supporting services-led revenue motions across multiple sellers or accounts
Background in CCaaS, CX, or related enterprise software markets; exposure to AI-enabled platforms preferred
Demonstrated ability to collaborate across sales, finance, and delivery organizations
Strong organizational skills with the ability to manage multiple concurrent transactions

Responsibilities

Support achievement of the East Group Professional Services quota through direct deal execution and regional enablement
Own and execute a defined segment of Professional Services transactions, including lower-complexity and sub-$100K deals
Manage routine Professional Services sales activities, including: Change Requests (CRs) Pilot and proof-of-concept quoting Transactional Professional Services sales Deal Approval Packages (DAPs) Services components of renewals and expansions
Partner with Field SEDs to offload transactional and process-driven deal work, increasing focus on strategic, customer-facing engagements
Collaborate with Account Executives, Solution Consultants, Finance, Deal Desk, and Delivery leadership to ensure accurate, compliant, and timely services bookings.
Ensure alignment between sold services and delivery expectations to support strong customer outcomes and satisfaction
Apply consistent services deal structures, pricing models, and approval standards across the East region
Identify recurring deal patterns, risks, and process improvement opportunities to enhance scalability and predictability
Support positioning of Genesys Professional Services offerings, including advisory, implementation, migration, optimization, and AI-enabled services