Why This Job is Featured on The SaaS Jobs
In enterprise SaaS, Professional Services often determines whether complex platforms become fully adopted products or stalled deployments. This Senior Services Engagement Director role sits in that critical layer, aligning services strategy with customer outcomes across a cloud CX platform that is explicitly positioned around AI-enabled orchestration, automation, and analytics.
For a SaaS career path, the role builds durable operating range across the post-sale revenue engine: translating product value into scoped engagements, shaping multi-stakeholder deal structures, and keeping delivery and commercial expectations aligned. The work naturally develops fluency in value realization, adoption levers, and the mechanics of services-led expansion—experience that transfers across Customer Success leadership, services GTM, and enterprise account strategy in other subscription businesses.
The position fits a senior individual contributor who prefers influence through cross-functional partnership rather than people management, and who is comfortable owning a services pipeline inside named accounts. It will suit someone who enjoys long-cycle, consultative selling and can move between executive-level advisory conversations and the practical details that make implementations, migrations, and optimizations land well.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
The Senior Services Engagement Director is a Professional Services–focused sales leader responsible for driving services revenue growth within assigned accounts while building deep, trusted relationships with customers and internal stakeholders. This is a highly visible, strategic individual contributor role that sits at the intersection of Professional Services, Sales, and Customer Success, with direct accountability for services pipeline creation, deal execution, and revenue attainment.
Success in this role requires a proven ability to sell complex Professional Services engagements—including advisory, implementation, migration, optimization, and transformation services—by deeply understanding customer business challenges, desired outcomes, and value realization goals. This includes guiding customers through AI-enabled CX transformation, automation, and data-driven initiatives. You will position Genesys Professional Services as a critical enabler of customer success and long-term value, working closely with Account Executives, Solution Consultants, and delivery teams throughout the entire customer lifecycle.
You will play a critical role in shaping services strategy within accounts, influencing deal structure, and ensuring customers realize maximum value from their Genesys investments, including adoption of AI-driven capabilities across the Genesys platform.
Key Responsibilities
• Own and drive Professional Services revenue across a defined region or set of named accounts through strategic account and services-led business planning.
• Identify, qualify, and develop services-specific opportunities, building and maintaining a strong Professional Services pipeline.
• Lead services sales motions by positioning consulting, implementation, migration, and optimization offerings aligned to customer business outcomes, including AI-powered CX, automation, analytics, and orchestration use cases.
• Design and deliver compelling, outcome-based messaging and proposals that clearly articulate the value of Genesys Professional Services, including AI-driven efficiency, experience improvement, and ROI.
• Partner closely with Account Executives, SDRs, Solution Consultants, and delivery leadership throughout the customer buying cycle—from initial engagement through retain and grow phases.
• Meet and exceed quarterly and annual Professional Services revenue targets.
• Serve as a trusted advisor to customer executives and key stakeholders, guiding customers on transformation roadmaps, including AI adoption, governance, and best practices.
• Navigate and influence complex customer environments to negotiate and close Professional Services deals.
• Ensure tight alignment between sold services and successful delivery, working closely with delivery teams to set expectations and drive customer satisfaction.
• Proactively identify opportunities to expand services footprint within existing customers, including AI enablement, optimization, and innovation services.
• Maintain a deep understanding of market trends, customer buying behaviors, and competitive dynamics related to Professional Services, AI-enabled CX, and digital transformation.
• Drive high levels of customer satisfaction, retention, and long-term account growth through services success.
• Ensure customers are continuously informed of new and evolving Genesys Professional Services and offerings, including new AI capabilities and service packages.
Required Experience & Qualifications
• Demonstrated success selling Professional Services within a SaaS or cloud-based technology organization.
• Proven track record of owning and closing services-led revenue, including complex, multi-stakeholder engagements.
• Experience selling on-premise to cloud transformation services, including migration and modernization initiatives.
• Strong background in CCaaS, CX, or adjacent enterprise software industries, with exposure to AI-driven platforms or solutions preferred.
• 5–7+ years of experience in SaaS or cloud software sales, with significant exposure to Professional Services sales motions.
• Clear understanding of how Professional Services drive customer adoption, value realization, and long-term revenue growth, including the role of AI in accelerating outcomes.
• Strong account planning, opportunity management, and negotiation skills.
• Proven ability to communicate and present effectively to executive-level stakeholders.
• Consistent history of expanding pipeline and revenue within existing accounts while contributing to net-new growth.
• Experience leading complex, long-cycle sales processes with measurable revenue success.
• Ability to travel up to 50%.
Location
Fully remote within the Eastern Region of the United States
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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.
$122,100.00 - $226,900.00
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.
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:
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.
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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.
