Sr. Services Engagement Director

United States, North Carolina, Charlotte

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.

This role drives revenue in assigned accounts while creating and fostering relationships with all levels of internal and external stakeholders. A highly visible, strategically positioned individual‑contributor sales role that requires understanding customer needs and delivering Genesys solutions across the customer buying cycle.

• Cultivate business development opportunities and drive revenue within a specified region or list of named accounts by developing strategic business plans.
• Design and communicate persuasive content to capture the attention of customers.
• Understand key business challenges and required outcomes for customers and effectively articulate the value proposition of the Genesys solution.
• Meet and exceed all quarterly and annual financial targets.
• Align with other functions through the customer buying cycle—from contacting the customer through the retain and grow phases alongside other functions such as AE, SDR, SC.
• Maintain extensive knowledge of current market conditions and customer buying strategies to negotiate and close business deals.
• Ensure 100% customer satisfaction and retention.
• Identify and foster strong, long‑lasting customer relationships, including trusted advisor relationships with key customer stakeholders and executive sponsors.
• Ensure our solutions’ timely and successful delivery according to customer needs and objectives.
• Ensure customers are continuously updated on all the latest Genesys offerings.

• Successful sales track record within a SaaS organization, preferably on the capability’s offerings side (customer management ecosystem vs. pre‑sales).
• Experience selling on‑prem to cloud transitions to drive revenue and market share.
• Previous experience in CCaaS or CX industry.
• 5‑7+ years of sales experience in Cloud or SaaS‑based software sales in a customer‑centric organization.
• Working within or strong understanding of Professional Services is preferred.
• Strong account planning and management skills, including mature negotiation skills.
• Proven experience in communicating and presenting to executives and stakeholders at different levels.
• Proven ability to increase your pipeline within current customers as well as net new logos.
• Confirmed ability to lead complex sales cycle, with a successful revenue attainment track record.
• Ability to travel up to 50%.

Fully remote within the East Region of the US.

This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for commission or performance‑based bonus opportunities.

$ – $

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off plus 10 paid holidays.
• 401(k) matching program.
• Adoption assistance.
• Fertility treatments.

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI‑Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can…