Senior Services Engagement Director, UK&I

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.

Overview

Genesys is looking for an exceptional senior commercial leader to help shape the next phase of our Customer Success and Services business across the UK and Ireland. This is not a traditional Professional Services sales role. It is a highly strategic, highly commercial individual contributor position focused on helping some of the region’s largest organisations navigate complex transformation programmes involving AI, Experience Orchestration, Customer Experience, Automation, and Digital Engagement. The successful candidate will operate as a senior strategic overlay across our most important accounts, working alongside Account Executives, Customer Success, Consulting, Delivery, Partners, and Executive Leadership to shape complex engagements, influence senior decision-makers, and drive measurable business outcomes. This role sits within the Services Engagement and Customer Success organisation and works directly alongside senior Sales leadership on some of the most strategically significant opportunities in the business.

The Role

This role requires someone who can move seamlessly between boardroom conversations and day-to-day execution. You will engage CIOs, COOs, transformation leaders, procurement teams, and executive stakeholders while also working closely with consultants, architects, delivery leaders, and commercial teams. You will help customers define long-term transformation roadmaps, shape complex services engagements, navigate commercial and contractual challenges, and create alignment across diverse stakeholder groups. Success requires sound judgement, commercial credibility, and the ability to create clarity in situations where there is no obvious answer.

Key Responsibilities

• Strategic Customer Engagement - Act as a trusted advisor to senior customer stakeholders, helping organisations navigate large-scale transformation initiatives involving AI, Experience Orchestration, Customer Experience, Automation, and Digital Engagement. Challenge assumptions, facilitate difficult conversations, build executive alignment, and help customers define practical pathways from strategic ambition to measurable outcomes.
• Commercial Leadership - Shape and secure some of the most complex and strategically important services opportunities within the business. Develop commercial strategies, services proposals, Statements of Work, and delivery approaches that balance customer outcomes, delivery capability, risk, and commercial performance. Work confidently across executive sponsors, procurement, legal, delivery, and partner organisations to build agreements that are both achievable and valuable.
• Cross-Functional Leadership - Operate at the intersection of Sales, Customer Success, Consulting, Delivery, Product, and Executive Leadership. Provide strategic guidance across critical customer engagements, support executive conversations, help resolve complex commercial challenges, and contribute to long-term customer transformation roadmaps.
• Organisational Impact - Contribute beyond individual opportunities by helping to shape and evolve how Genesys engages customers, structures services opportunities, and evolves its capabilities - challenge our operating methods if there are areas to improve quality, customer influence, and agility. Mentor mid-career Services Engagement colleagues, share expertise, challenge conventional thinking when appropriate, and help raise commercial and customer-facing capability across the organisation.

What Success Looks Like

Success is measured by more than revenue. It is reflected in the quality of customer relationships you build, the strategic influence you develop, the outcomes you help customers achieve, and the confidence both customers and colleagues place in your judgement. You will become a trusted advisor for customers, a sought-after partner for colleagues, and a leader that the business relies upon in its most complex and strategically important situations.

What We’re Looking For

Essential Experience

• Significant, current experience in enterprise Professional Services sales, strategic consulting, Customer Success leadership, or enterprise transformation roles
• Strong background in SaaS, CX, CCaaS, AI, Cloud, and Digital Transformation
• Proven experience leading complex enterprise commercial engagements
• Experience shaping Statements of Work, legal and commercial structures, and delivery strategies
• Strong executive stakeholder management skills
• Experience working across Sales, Services, Customer Success, Delivery, and Partner organisations
• Experience operating within large enterprise and/or public sector environments
• Ability to obtain Security Check (SC) clearance

Highly Valued

• Experience with AI, Agentic AI, Experience Orchestration, and Contact Centre transformation programmes
• Experience supporting financial services, insurance, public sector, or other regulated organisations
• Experience mentoring senior teams or leading strategic programmes
• Experience spanning both customer-facing delivery and commercial leadership roles

The Kind of Person Who Thrives Here

The most successful people in this role are comfortable operating between strategy and execution. They combine commercial acumen, customer credibility, and practical judgement. They build trust quickly, challenge constructively, navigate ambiguity confidently, and create alignment across competing priorities. They are self-directed, highly accountable, and capable of creating momentum without waiting for permission. Most importantly, they are curious about how customers, markets, and technology are evolving, and how those changes can be translated into meaningful business outcomes.

What This Role Is Not

This is not a delivery management role, a project management position, or a traditional Professional Services sales role. It is not defined by narrow ownership, rigid processes, or hierarchical authority. Success comes through influence rather than control, collaboration rather than ownership, and judgement rather than process. You will frequently work across organisational boundaries, balance competing priorities, and help create clarity where ambiguity exists. Those seeking highly structured environments with tightly defined responsibilities may find this role challenging.

Why Genesys

Customer expectations are changing rapidly. Agentic AI, Experience Orchestration, Automation, and Digital Engagement are fundamentally reshaping how organisations interact with their customers. This role sits at the centre of that transformation. You will work with some of the largest and most influential organisations across the UK and Ireland, helping shape strategic programmes that define the future of customer experience. You will also have the opportunity to influence how Genesys evolves its services strategy, customer engagement model, and capabilities in emerging areas such as AI and Experience Orchestration. Most importantly, you will be surrounded by highly capable, collaborative people who value curiosity, initiative, expertise, and impact.

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.

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

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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 CloudTM 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. 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.