Senior Services Engagement Director (SED)

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
Greater Toronto Area, Canada

Role Overview:
The Senior Services Engagement Director owns Professional Services growth across strategic accounts, helping customers turn Genesys investments into measurable business value through advisory, implementation, migration, optimization, and transformation services.

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 strategy, revenue attainment, and long-term account growth. You will influence executive stakeholders and shape transformation roadmaps that advance cloud adoption, AI-powered customer experience, automation, analytics, orchestration, and data-driven decision making.

You will partner closely with Account Executives, SDRs, Solution Consultants, and delivery leaders to align customer priorities with services strategies that accelerate adoption and value realization. Your work will directly influence how major Canadian enterprises modernize customer experiences, improve operational efficiency, and adopt AI responsibly at scale.

This role provides significant exposure to enterprise transformation initiatives and senior customer leadership, with the opportunity to deepen expertise across AI-enabled CX, cloud transformation, and strategic services selling while influencing the continued evolution of Genesys Professional Services.

Key Responsibilities:

• Own end-to-end Professional Services revenue strategy across assigned strategic accounts, building a qualified pipeline that supports quarterly and annual growth targets
• Drive services-led account planning that identifies customer priorities, transformation opportunities, and pathways to expand adoption and long-term value from Genesys solutions
• Lead complex Professional Services sales motions spanning advisory, implementation, cloud migration, modernization, optimization, and transformation engagements
• Shape AI-powered CX, automation, analytics, and orchestration opportunities that improve customer experience, operational efficiency, scalability, and return on technology investments
• Develop outcome-based proposals and executive messaging that connect Genesys Professional Services capabilities to measurable customer objectives, business cases, and value realization
• Influence deal strategy and commercial structure across complex, multi-stakeholder environments, partnering with senior customer leaders to navigate priorities, governance, risk, and investment decisions
• Drive alignment across Account Executives, SDRs, Solution Consultants, Customer Success, and delivery leadership throughout the customer lifecycle, from initial opportunity development through retention and growth
• Guide customer executives on transformation roadmaps, including AI adoption, governance, cloud modernization, optimization, and best practices that support sustainable enterprise adoption
• Expand the Professional Services footprint within existing accounts by identifying opportunities for AI enablement, optimization, innovation, and additional transformation services
• Ensure alignment between services sold and delivery expectations, enabling successful execution, customer satisfaction, and measurable value realization
• Strengthen executive relationships across strategic Canadian accounts, including major telecommunications and financial services organizations, to support retention and long-term account growth
• Maintain current knowledge of Professional Services trends, AI-enabled CX, CCaaS, cloud transformation, customer buying behaviours, and competitive dynamics to strengthen account and opportunity strategy
• Position evolving Genesys Professional Services capabilities and service packages in ways that help customers continuously improve adoption, performance, and business outcomes

Required Qualifications:

• 5 to 7+ years of experience in SaaS, cloud software, enterprise technology, or Professional Services sales, with significant experience owning services-led sales motions
• Demonstrated success selling complex Professional Services engagements within SaaS or cloud-based technology environments
• Proven track record of building pipeline, negotiating, and closing complex, multi-stakeholder services opportunities with measurable revenue attainment
• Experience selling on-premises-to-cloud transformation services, including migration, modernization, implementation, and optimization initiatives
• Strong background in CCaaS, customer experience, or adjacent enterprise software markets, with knowledge of AI-enabled platforms, automation, analytics, or related technologies
• Clear understanding of how Professional Services accelerate customer adoption, value realization, transformation outcomes, and long-term revenue growth
• Established executive-level relationships and market knowledge across Canada's three major telecommunications companies and five major financial institutions
• Strong account planning, opportunity management, commercial negotiation, and executive stakeholder management capabilities
• Proven ability to communicate complex transformation strategies and business value clearly to executive-level audiences
• Consistent history of expanding services pipeline and revenue within existing strategic accounts while contributing to net-new growth
• Experience navigating complex, long-cycle enterprise sales processes involving multiple business, technical, procurement, and executive stakeholders
• Ability to travel up to 50 percent based on customer and business requirements

Preferred Qualifications:

• Experience positioning AI-enabled customer experience, automation, analytics, orchestration, or data-driven transformation services
• Experience advising enterprise customers on AI adoption, governance, value realization, or transformation roadmaps
• Knowledge of the Canadian telecommunications, financial services, or other highly regulated enterprise markets
• Familiarity with Genesys Cloud or comparable enterprise CCaaS and customer experience platforms

Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage
• Generous paid time off, including vacation and personal leave
• Retirement savings program with employer RRSP matching up to a prescribed maximum amount
• Family-friendly benefits, including parental leave top-up and adoption assistance
• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

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.  

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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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-in governance and control. 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.ai. 

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 or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.