Sr. Services Engagement Director

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 Services Engagement Director
Greater Toronto Area, Canada

• →Own Professional Services revenue growth across assigned Canadian accounts by developing account-specific services strategies, pipeline plans, and expansion opportunities aligned with customer priorities
• →Drive a strong, sustainable Professional Services pipeline by identifying, qualifying, and advancing advisory, implementation, migration, optimization, and transformation opportunities
• →Lead complex services sales motions that connect Genesys Professional Services capabilities to customer outcomes across AI-powered CX, automation, analytics, orchestration, cloud migration, and modernization
• →Develop outcome-based proposals and executive messaging that demonstrate how Professional Services can improve customer experience, accelerate adoption, increase operational efficiency, and strengthen return on Genesys investments
• →Partner with Account Executives, SDRs, Solution Consultants, Customer Success, and delivery leadership throughout the customer lifecycle to align services strategy with broader account objectives and retain-and-grow motions
• →Achieve quarterly and annual Professional Services revenue targets through disciplined account planning, opportunity management, negotiation, and deal execution
• →Advise customer executives and key stakeholders on transformation roadmaps, AI adoption, governance, implementation strategy, and leading practices that support sustainable value realization
• →Navigate complex enterprise stakeholder environments to influence deal structure, resolve commercial challenges, and close multi-stakeholder Professional Services engagements
• →Align sold services with delivery expectations by partnering with delivery teams to establish clear outcomes, scope, and customer expectations that support successful execution and satisfaction
• →Expand the Professional Services footprint within existing accounts by identifying opportunities for AI enablement, optimization, modernization, and innovation services
• →Monitor market trends, customer buying behaviours, and competitive dynamics across Professional Services, CCaaS, AI-enabled CX, cloud transformation, and digital transformation to strengthen account strategy
• →Strengthen customer retention and long-term account growth by connecting successful services outcomes to continued platform adoption and business value
• →Introduce customers to new and evolving Genesys Professional Services capabilities, including AI services and packaged offerings that address emerging business priorities

• 5 to 7+ years of experience in SaaS, cloud software, enterprise technology sales, or Professional Services sales, with significant exposure to services-led commercial motions
• Demonstrated success selling Professional Services within a SaaS, cloud, CCaaS, CX, or adjacent enterprise software environment
• Proven track record of owning and closing complex Professional Services revenue opportunities involving multiple customer stakeholders
• Experience selling on-premises-to-cloud transformation services, including migration, modernization, implementation, and optimization initiatives
• Strong background in CCaaS, customer experience, or adjacent enterprise software markets, with exposure to AI-enabled platforms, automation, analytics, or related solutions
• Strong understanding of how Professional Services support customer adoption, value realization, retention, and long-term revenue growth, including the role of AI in accelerating customer outcomes
• Established relationships across Canada's three major telecommunications companies and Big Five banks, with the ability to engage relevant enterprise stakeholders
• Strong account planning, opportunity management, commercial negotiation, and services pipeline development capabilities
• Proven ability to communicate complex business and technology concepts effectively with executive-level stakeholders
• Consistent history of expanding pipeline and revenue within existing enterprise accounts while contributing to net-new growth
• Experience navigating complex, long-cycle enterprise sales processes with demonstrated Professional Services revenue success
• Ability to travel up to 50 percent as business and customer needs require

• Experience advising enterprise customers on AI adoption, AI governance, automation, analytics, or AI-enabled customer experience transformation
• Experience developing services strategies for large Canadian telecommunications or financial services organizations
• Familiarity with Genesys Cloud or comparable enterprise CCaaS platforms and their associated implementation, migration, and optimization services
• Experience collaborating closely with Professional Services delivery organizations to align commercial commitments with successful customer outcomes

Employee Referral

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This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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. 

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