Director, Professional Services Consulting

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.

Job Summary

As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers.

Key Responsibilities

• Strategic Leadership

• Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability.

• Define and execute engagement success strategies that drive measurable client value and business outcomes.

• Partner with executive leadership to align consulting strategies with Genesys' organizational goals.

• Identify and develop new business opportunities within active client engagements to promote expansion and adoption.

• Drive continuous innovation in delivery frameworks, methodologies, and client engagement models.

• Team Leadership and Development

• Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences.

• Build a culture of performance, accountability, and collaboration that reinforces Genesys' values.

• Implement best practices and establish consistent delivery standards across global teams.

• Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals.

• Client Success and Relationship Management

• Serve as the senior point of contact for executive-level client relationships.

• Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations.

• Oversee client adoption, retention, and expansion strategies to drive long-term success.

• Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships.

• Cross-Functional Leadership

• Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences.

• Partner with Delivery Management for resource planning, operational excellence, and delivery optimization.

• Contribute to product strategy by providing client insights and feedback from the consulting perspective.

• Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes.

Required Qualifications

• Bachelor's degree in Business, Computer Science, or a related field.

• 8+ years of progressive experience in Professional Services, consulting, or enterprise technology.

• Minimum 5 years of people management experience, including leadership in a matrixed organization.

• Proven ability to build, scale, and manage high-performing client-facing teams.

• Strong business and financial acumen, with experience in project budgeting and profitability management.

• Exceptional communication and executive presentation skills.

• Demonstrated success in defining and executing strategic growth and customer engagement plans.

• Experience within enterprise software or SaaS Professional Services environments.

• Ability to travel as required to support business needs.

Preferred Qualifications

• Master's degree in Business Administration or related field.

• Proven record of driving multimillion-dollar services revenue growth.

• Experience in consulting leadership or enterprise transformation programs.

• Strong background in change management and organizational development.

Leadership Competencies

• Strategic Vision and Execution

• Team Building and Development

• Executive Stakeholder Management

• Business Analytics and Financial Acumen

• Change Management

• Client Relationship Management

• Cross-functional Collaboration

• Innovation and Problem Solving

Impact and Success Metrics

• Achieved revenue and profitability growth targets.

• High client satisfaction and retention scores.

• Delivery excellence across all consulting engagements.

• Documented process improvements and innovation initiatives.

• High employee engagement and retention within Professional Services Consulting.

At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting.

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.

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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 andveteran status, and other protected characteristics.

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