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.
Senior Director, Professional Services
The Senior Director of Professional Services will lead a global team of Regional Directors, Managers, Technical Leads, and Consultants, focusing on managing the deployment and implementation of Genesys solutions. This position requires a blend of technical expertise, leadership, and operational acumen to ensure efficient, high-quality delivery of services across complex multi-site customer environments. The Senior Director will drive the adoption of best practices and methodologies for Genesys product solutions, ensuring successful solution implementations and technical integrations.
Lead the technical discovery sessions, collaborating with customers to understand their business and technical requirements, and drive the integration of Genesys solutions into cloud, hybrid, and on-premise architectures.
Oversee the technical architecture design of Genesys solutions, ensuring seamless integration with complex, multi-system environments (e.g., CRM systems, databases, cloud infrastructure).
Ensure alignment with Genesys’ product suite (e.g., Genesys Cloud, Genesys Engage, PureCloud, Genesys Multicloud CX) during solution development, configuration, and deployment.
Lead risk assessment and troubleshooting efforts for complex technical issues, including system failures, integration roadblocks, and architecture challenges during deployment.
Develop and promote standardization in technical methodologies for delivery, including system integration practices, solution deployment strategies, and quality assurance processes.
Implement and monitor the use of support tools (e.g., ticketing systems, source control systems, wikis) to track technical issues, code reviews, and solution deployments.
Coach and mentor the technical team, ensuring continuous professional development through training on Genesys product features, new technologies, and evolving industry best practices.
Master’s degree in Engineering, Computer Science, Information Technology, or related technical field.
Expertise in system integration, cloud technologies, and distributed architectures, including knowledge of microservices, Service-Oriented Architecture (SOA), and API integrations.
Familiarity with cloud-based solutions (e.g., AWS, Azure, Google Cloud) and experience with deploying and managing these in contact center environments.
Strong understanding of contact center operations, particularly omnichannel solutions, IVR systems, call routing, and workforce optimization technologies.
Experience with ticketing systems, Jira, Git, and continuous integration/continuous deployment (CI/CD) practices.
Desired Technical Skills:
Familiarity with DevOps practices, including automation tools such as Terraform, Docker, Kubernetes, and CI/CD pipelines.
Experience with advanced troubleshooting in multi-tenant environments, load balancing, security configurations, and network optimization for contact centers.
Understanding ofnetwork architecture for contact centers, including LAN/WAN, firewall configurations, and IP telephony.
If a Genesys employee referred you, please use the link they sent you to apply.
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:
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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.
