Services Engagement Director

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.

Department: Customer Success & Services (CSS)
Location: Poland (remote, with travel across Europe)

We are looking for a Services Engagement Director to join our Customer Success & Services (CSS) team, focused on driving services sales and customer success across the Poland and ECSEI region.

This is a high-impact individual contributor role, ideal for someone who thrives in a fast-paced, target-driven environment and brings a consultative, value-led approach to sales.

You will play a critical role in identifying strategic opportunities, shaping complex service engagements, and building strong, long-term customer relationships. Working closely with Product Sales, Pre-sales, and Customer Success teams, you will help define regional strategies, influence decision-makers at all levels (including C-suite stakeholders), and drive sustainable business growth.

• Lead consultative sales engagements, focusing on understanding customer challenges and delivering value-driven solutions
• Generate and manage a strong pipeline of new services opportunities to meet and exceed financial targets (bookings & profitability)
• Drive the end-to-end bid process for large, complex deals—from initial engagement through negotiation, contract (SOW) creation, shaping and contract signing
• Collaborate cross-functionally (AE, SC, CSM, PM) to align on customer strategy across the full lifecycle
• Build and maintain trusted advisor relationships, including with executive sponsors and senior stakeholders
• Articulate the Genesys Cloud vision, including transformation journeys and Customer Success service offerings
• Demonstrate a strong point of view on AI in CX, confidently communicating its business value and future impact
• Monitor delivery progress, ensuring customer satisfaction and acting as an escalation point when needed
• Maintain accurate forecasting and pipeline management using CRM tools
• Stay current on market trends, SaaS innovations, and customer buying behaviors

• Develop and execute strategic business plans for assigned region/accounts
• Drive revenue growth through value-based selling and relationship expansion
• Lead negotiations and influence stakeholders in complex, high-stakes environments
• Operate effectively under pressure, managing multiple priorities and tight deadlines
• Contribute thought leadership and build networks across the organization
• Ensure successful project outcomes from proposal through delivery completion

• 5–7+ years of experience in consultative or high-touch sales within IT/Tech (SaaS strongly preferred)
• Proven ability to succeed in a target-driven, high-pressure environment
• Strong consultative selling mindset with a focus on business outcomes and customer value
• Excellent relationship-building skills, both internally and externally
• Confidence engaging and presenting to C-level stakeholders
• Outstanding presentation, communication skills
• Strong listening skills and the ability to uncover underlying customer needs
• Demonstrated negotiation and influencing skills in complex deals
• Solid understanding of SaaS, cloud solutions, and contact center / CX space (CX knowledge is a plus)
• Passion for technology and continuous learning, including emerging trends like AI
• Ability to clearly articulate a vision for AI and its role in transforming customer experience
• Experience with commercial and legal documentation, as well as financial concepts (P&L, business modeling, valuation)
• Ability to coordinate financial and legal due diligence processes

• Fluent in English, and Polish(additional languages are a plus)
• Willingness to travel up to 40%

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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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.

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.

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