Sr. Services Engagement Director

Overview

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. We offer competitive benefits and perks, with employees having 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.

The Senior Services Engagement Director is a Professional Services focused sales leader responsible for driving services revenue growth within assigned accounts for our public sector customers, while building deep, trusted relationships with customers and internal partners. This highly visible individual contributor role operates at the intersection of Professional Services, Sales, and Customer Success, with direct accountability for services pipeline creation, deal execution, and revenue attainment.

You will partner closely with public sector customers to understand their business and mission driven challenges, guide transformation journeys, and position Genesys Professional Services as a strategic enabler of long term success. Joining Genesys means becoming part of a global team committed to helping organizations deliver exceptional experiences at scale.

• Own and drive Professional Services revenue across a defined region or set of accounts for our public sector customers, through strategic account planning and services led business strategies.
• Identify, qualify, and develop services specific opportunities, building and maintaining a robust Professional Services pipeline across commercial and public sector accounts.
• Lead services sales motions by positioning advisory, implementation, migration, optimization, and transformation offerings aligned to customer business and mission outcomes.
• Develop and deliver compelling, outcome focused messaging and proposals that clearly articulate the value of Genesys Professional Services, with consideration for public sector procurement and compliance requirements.
• Partner closely with Account Executives, SDRs, Solution Consultants, Customer Success, and delivery leadership throughout the full customer lifecycle, from initial engagement through retention and expansion.
• Meet and exceed quarterly and annual Professional Services revenue targets.
• Serve as a trusted advisor to customer executives and senior stakeholders, including public sector leaders, guiding customers on CX transformation roadmaps, best practices, and value realization.
• Navigate and influence complex customer environments, including regulated and public sector organizations, to negotiate and close Professional Services engagements.
• Ensure strong alignment between sold services and successful delivery by collaborating closely with delivery teams to set expectations and drive customer satisfaction.
• Proactively identify opportunities to expand the services footprint within existing customers, including follow on and expansion engagements.
• Maintain a strong understanding of market trends, customer buying behaviors, and competitive dynamics related to Professional Services, CX transformation, and public sector technology adoption.
• Drive high levels of customer satisfaction, retention, and long term account growth through services success.
• Ensure customers are informed of new and evolving Genesys Professional Services offerings and capabilities.

• Experience supporting public sector customers, including familiarity with public sector procurement processes, compliance considerations, and buying cycles.
• Demonstrated success selling Professional Services within a SaaS or cloud based technology organization.
• Proven track record of owning and closing services led revenue, including complex, multi stakeholder engagements.
• Experience selling on premise to cloud transformation services, including migration and modernization initiatives.
• Strong background in CCaaS, customer experience, or adjacent enterprise software markets.
• 5 to 7 or more years of experience in SaaS or cloud software sales, with significant exposure to Professional Services sales motions.
• Clear understanding of how Professional Services drive customer adoption, value realization, and long term revenue growth.
• Strong account planning, opportunity management, and negotiation skills.
• Ability to communicate and present effectively to executive level stakeholders.
• Consistent history of expanding pipeline and revenue within existing accounts while contributing to net new growth.
• Experience leading complex, long cycle sales processes with measurable revenue success.
• Ability to…