Sr. Services Engagement Director

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 Services Engagement Director - East (Support Specialist Role)
Location: United States

Role Summary

The Senior Services Engagement Director - East (Support SED) is a quota-carrying Professional Services sales leader responsible for supporting attainment of the East Group Professional Services revenue target. This role focuses on deal execution, sales enablement, and ownership of defined services transactions across the East region. The Support SED partners closely with Field Services Engagement Directors (SEDs), Account Executives, and cross-functional stakeholders to drive efficiency, deal velocity, and consistency in services sales.

Unlike traditional SED roles with named account ownership, this position is accountable for group-level services performance, enabling Field SEDs to focus on complex, strategic customer engagements.

Key Responsibilities

• Support achievement of the East Group Professional Services quota through direct deal execution and regional enablement

• Own and execute a defined segment of Professional Services transactions, including lower-complexity and sub-$100K deals

• Manage routine Professional Services sales activities, including:

• Change Requests (CRs)

• Pilot and proof-of-concept quoting

• Transactional Professional Services sales

• Deal Approval Packages (DAPs)

• Services components of renewals and expansions

• Partner with Field SEDs to offload transactional and process-driven deal work, increasing focus on strategic, customer-facing engagements

• Collaborate with Account Executives, Solution Consultants, Finance, Deal Desk, and Delivery leadership to ensure accurate, compliant, and timely services bookings.

• Ensure alignment between sold services and delivery expectations to support strong customer outcomes and satisfaction

• Apply consistent services deal structures, pricing models, and approval standards across the East region

• Identify recurring deal patterns, risks, and process improvement opportunities to enhance scalability and predictability

• Support positioning of Genesys Professional Services offerings, including advisory, implementation, migration, optimization, and AI-enabled services

Scope & Accountability

• Quota Ownership: East Group Professional Services quota

• Deal Ownership: Defined segment of services transactions, including deals under $100K

• Account Ownership: None (regional support role)

Required Experience & Qualifications

• Proven success selling Professional Services within a SaaS or cloud-based technology organization

• Prior experience as a Senior Services Engagement Director or comparable Professional Services sales role

• Strong understanding of Professional Services sales processes, deal governance, and approval workflows

• Experience supporting services-led revenue motions across multiple sellers or accounts

• Background in CCaaS, CX, or related enterprise software markets; exposure to AI-enabled platforms preferred

• Demonstrated ability to collaborate across sales, finance, and delivery organizations

• Strong organizational skills with the ability to manage multiple concurrent transactions

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.

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, visitwww.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.

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.