Sr. Services Engagement Director

Genesys; Northern (KY); Hybrid; USD 130,000 - 228,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from:

Job summary

Genesys seeks a Senior Services Engagement Director for the Mid-Market United States (Remote) to own and accelerate professional services revenue and close high-value engagements. You will shape service solutions, craft scopes of work, and price propositions within fast cycles, aligning services with platform adoption and customer outcomes.

You will lead cross-functional collaboration with delivery, product, and sales teams to ensure value realization, expansion within accounts, and successful

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.
• Experience developing statements of work, pricing models, and services proposals.
• Strong communication and stakeholder management skills across technical and business audiences.

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.

Skills

Services sales

Deal closure

Pricing models

Stakeholder management

Technical aptitude

CCaaS/UCaaS familiarity

SaaS/Software

Job description

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

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.

About Genesys

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 drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

To learn more, visit www.genesys.com.

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you may contact us at [e-mail]. You can expect a response within 24-48 hours.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.