Engagement Success Expert

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.

Role Overview:

Drive measurable customer and revenue impact by leading services-led growth across strategic enterprise accounts. This role owns the end to end Professional Services sales motion, shaping how organizations adopt, modernize, and scale customer experience platforms through advisory, implementation, and AI-enabled transformation. You will influence account strategy, guide executive stakeholders on value realization, and position services as a critical lever for long term business outcomes.

Operating at the intersection of Sales, Customer Success, and Delivery, this role partners with senior leaders to align commercial priorities with customer transformation roadmaps. You will help customers unlock efficiency, elevate experiences, and accelerate time to value through automation, analytics, and AI-driven capabilities across the Genesys Cloud platform.

This is a high-visibility individual contributor role with direct ownership of pipeline creation, deal execution, and revenue attainment. Success requires navigating complex enterprise environments, aligning multi-stakeholder priorities, and driving services strategies that expand platform adoption and long term account growth.

You will gain exposure to enterprise transformation initiatives, influence platform-level strategy, and deepen expertise in AI-driven CX innovation, positioning you for continued growth in strategic sales leadership and customer transformation roles.

Key Responsibilities:

• Own and drive Professional Services revenue across a defined portfolio of strategic accounts, aligning services strategy to customer business outcomes and revenue growth
• Build and expand a high-quality services pipeline by identifying, qualifying, and advancing opportunities tied to transformation initiatives and platform adoption
• Lead services sales engagements by positioning advisory, implementation, migration, and optimization offerings that improve customer experience and operational efficiency
• Design and deliver outcome-based proposals that clearly demonstrate ROI, including improvements in automation, analytics, and AI-driven CX performance
• Partner with Account Executives, Solution Consultants, and Delivery leaders to align account strategy, shape deal structures, and accelerate deal progression
• Influence executive stakeholders by advising on transformation roadmaps, AI adoption strategies, and governance models that drive long term value realization
• Navigate complex enterprise buying environments to negotiate and close multi-stakeholder Professional Services engagements
• Ensure alignment between sold services and delivery execution to drive customer satisfaction, retention, and expansion opportunities
• Identify and expand services footprint within existing accounts by introducing innovation, optimization, and AI enablement initiatives
• Monitor market trends and competitive dynamics to refine services positioning and strengthen account strategies

Required Qualifications:

• 5 to 7 or more years of experience in SaaS or cloud software sales, with strong exposure to Professional Services sales motions
• Demonstrated success selling complex Professional Services engagements within enterprise technology environments
• Proven track record of owning and closing services-led revenue across multi-stakeholder accounts
• Experience supporting on-premises to cloud transformation initiatives, including migration and modernization programs
• Strong background in CCaaS, CX, or related enterprise software domains
• Understanding of how Professional Services drive customer adoption, value realization, and long term revenue growth
• Ability to communicate effectively with executive stakeholders and influence strategic decision making
• Strong account planning, opportunity management, and negotiation skills
• Experience managing long sales cycles with measurable revenue outcomes
• Ability to travel up to 50 percent

Preferred Qualifications:

• Experience with AI-driven platforms, automation technologies, or advanced analytics solutions
• Established relationships within major Canadian telecommunications providers and financial institutions
• Demonstrated ability to expand revenue within existing accounts while contributing to new business growth
• Experience aligning services strategy with enterprise-wide digital transformation initiatives

Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage
• Generous paid time off, including vacation and personal leave
• Retirement savings program with employer RRSP matching up to a prescribed maximum amount
• Family-friendly benefits, including parental leave top-up and adoption assistance
• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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.  

Employee Referrals:

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 [email protected].

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.

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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.