Sr. Services Engagement Director

Be the one building AI-powered experiences where they matter most.
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, Mid-Market
United States (Remote)
Role Overview:
Own and accelerate the growth of professional services revenue by shaping and closing high-value services engagements that drive measurable customer outcomes. This role plays a critical part in expanding customer adoption, ensuring successful deployments, and increasing lifetime value through strategic services alignment. At Genesys, we are redefining how organizations deliver customer experiences through empathy, AI, and cloud innovation, and this role is central to bringing that vision to life for mid-market customers. You will operate in a fast-paced environment where speed, trust, and execution directly impact revenue and customer success. This position offers strong exposure to sales leadership, cross-functional collaboration, and emerging AI-driven solutions, with clear opportunities to expand influence across larger and more complex engagements.
Key Responsibilities:
Own the end-to-end services sales motion, partnering with Account Executives to drive professional services revenue and deal closure
Shape and position services solutions that align with customer business outcomes, implementation success, and long-term adoption
Develop and deliver compelling services proposals, scopes of work, and pricing within rapid sales cycles
Influence deal strategy by aligning services value with platform adoption, AI expansion, and customer transformation goals
Build trusted relationships with customers and stakeholders to drive confidence in delivery approach and execution
Drive expansion within existing accounts by identifying additional services opportunities tied to platform growth and innovation
Collaborate with delivery, product, and leadership teams to ensure alignment between sold services and execution capabilities
Maintain a strong understanding of competitive services offerings within CCaaS and UCaaS ecosystems
Required Qualifications:
7+ years of experience in services sales, consulting, or services engagement leadership within SaaS or software environments
Proven ability to meet or exceed services revenue targets in fast-paced, mid-market sales environments
Strong background in structuring and selling professional services engagements tied to software implementations
Experience developing statements of work, pricing models, and services proposals
Demonstrated ability to manage multiple concurrent opportunities with high responsiveness and accountability
Strong communication and stakeholder management skills across technical and business audiences
Familiarity with customer experience, contact center, or unified communications platforms
Technical aptitude with the ability to understand and position complex solutions
Preferred Qualifications:
Experience within the Genesys ecosystem or competing CCaaS platforms such as NICE, Five9, or Amazon Connect
Background in industries such as financial services, healthcare, insurance, or retail
Experience supporting AI-driven customer experience solutions or digital transformation initiatives
Exposure to large-scale implementations, migrations, or post-merger integration programs
Experience working in a pod-based sales model alongside Account Executives
Compensation:
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 a commission or performance-based bonus opportunities.
$129,600.00 - $228,000.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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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-