Remote AI-Driven CX Services Director

Genesys; Washington (District of Columbia); On-site; USD 129,600 - 228,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from;

Development and career growth

Open Time Off + 10 paid holidays

401(k) matching program

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Services Engagement Director in the United States (Remote) to own enterprise-scale customer experience transformations and drive measurable value from the Genesys platform. You will shape revenue growth, platform expansion, and long-term success across high-value accounts, translating strategy into tangible outcomes that improve loyalty and digital engagement.

You will lead cross-functional teams across sales, services, and customer success, negotiating agreements and

Qualifications

• 5 to 7 or more years of experience in SaaS or cloud sales, with a strong focus on Professional Services engagements.
• Demonstrated success selling complex, multi-stakeholder Professional Services solutions within enterprise environments.
• Proven track record of owning and closing services-driven revenue across large, strategic accounts.
• Strong experience supporting cloud transformation initiatives, including migration and modernization programs.
• Background in CCaaS, customer experience platforms, or related enterprise

Responsibilities

• Own end-to-end Professional Services revenue strategy across a defined enterprise portfolio, driving growth, expansion, and long-term account value
• Build and scale a high-quality services pipeline that accelerates deal velocity and increases platform adoption across strategic customers
• Lead complex, multi-solution services engagements that align consulting, implementation, migration, and optimization to measurable business outcomes
• Design outcome-driven proposals that quantify impact across AI-powered CX, automation, analytics, and orchestration initiatives
• Partner with cross-functional leaders to align services strategy with account plans, lifecycle milestones, and customer success objectives
• Influence deal structures and negotiate agreements that maximize customer value, retention, and recurring revenue potential
• Guide customers through AI-enabled transformation journeys that improve operational efficiency, experience quality, and digital performance
• Ensure alignment between services sold and delivery execution to achieve successful outcomes and high customer satisfaction
• Expand services footprint within existing accounts by identifying opportunities for innovation, optimization, and AI enablement
• Strengthen executive relationships to drive customer retention, platform expansion, and long-term strategic partnerships
• Maintain deep expertise in AI-enabled CX trends, competitive dynamics, and emerging technologies to inform customer strategy
• Enable adoption of new Genesys capabilities and services that enhance performance, scalability, and business outcomes

Job description

Genesys is seeking a Senior Services Engagement Director in the United States (Remote) to own enterprise-scale customer experience transformations and drive measurable value from the Genesys platform. You will shape revenue growth, platform expansion, and long-term success across high-value accounts, translating strategy into tangible outcomes that improve loyalty and digital engagement.

You will lead cross-functional teams across sales, services, and customer success, negotiating agreements and