Director, Genesys

Overview

Who We Are — Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

Our Genesys Practice Leader for the CCaaS Delivery Practice will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices:
Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity within the US.

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in Genesys Cloud CX, including enterprise-grade routing, omnichannel orchestration, workforce engagement (WEM), analytics, and native AI capabilities. This director-level role will drive the growth of our Genesys consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes.

The Practice Leader will be responsible for overall practice P&L, solution implementation and delivery, talent development, and strategic partnerships with Genesys to position our firm as a premier implementation partner in the market.

• Build and scale a high-performing CCaaS practice focused on Genesys Cloud CX delivery, achieving growth targets and margin goals
• Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes
• Lead a cloud-native Genesys Cloud CX strategy, supporting commercial activity, lighthouse wins, and migration paths from legacy on-premises and competitive CCaaS platforms
• Establish thought leadership and market differentiation in Genesys Cloud CX–powered contact center transformation, including AI-driven routing, digital bots, agent assist, and journey orchestration, with a focus on enterprise outcomes and technical excellence
• Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities

• Own delivery governance and oversight across Genesys Cloud CX and Genesys WEM, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
• Own P&L responsibility for the Genesys delivery practice, including revenue growth, margin optimization, and resource utilization
• Develop and execute a practice strategy aligned with company objectives and market opportunities
• Build scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities, and define and govern measurable AI outcomes across the platform
• Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content
• Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Genesys capabilities
• Establish and maintain a strategic partnership with Genesys, including partner tier progression and roadmap alignment

• Support complex, strategic Genesys engagements with enterprise clients, serving as a trusted advisor to…