Senior Services Engagement Director

Position: Senior Services Engagement Director I
## Senior Services Engagement Director, UK&IApplylocations:
United Kingdom time type:
Full time posted on:
Posted Todayjob requisition :
JR111282
** 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.

** Senior Services Engagement Director, UK&I**##
** 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…