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.

Job Title: Senior Services Engagement Director (P6)

Department & Team: Professional Services

Reports to: Director of Customer Success 

Location: Amsterdam (hybrid as per business needs)

Role Overview

The Senior Services Engagement Director owns the end-to-end services commercial cycle for assigned accounts and pursuits. You will shape and close complex Professional Services opportunities, lead scoping and estimation, build compelling Statements of Work, and drive commercial governance across change control and renewals.

This is a quota-carrying role with quarterly targets (services and innovation bookings and profitability). You will operate as a trusted advisor to customers and, partnering closely with Sales, Customer Success, PS Delivery, and Product to drive measurable outcomes and a healthy services backlog. Genesys experience is strongly preferred, or equivalent enterprise SaaS/services experience in contact centre or adjacent platforms.

Summary of What You’ll Do

You will identify, qualify, scope, and close Professional Services opportunities across existing and new customers. You will own the services commercial plan for your accounts, including services renewals, change requests, and margin management. This role carries quarterly targets for services bookings and project profitability, and is expected to build and maintain a healthy engagement backlog.

Key responsibilities include:

Customer Partnership and Executive Relationship Management

• Build and maintain senior relationships across customer stakeholders, including executive sponsors.
• Position Genesys as a value driver aligned to customer outcomes, adoption, and transformation roadmaps.
• Proactively identify customer needs, risks, and expansion opportunities, and translate them into actionable services engagements.

Opportunity Identification, Deal Leadership, and Commercial Ownership (Quota-Carrying)

• Own an individual or regional services bookings number and deliver against quarterly targets through disciplined pipeline management and deal execution.
• Partner with Sales and Customer Success to develop account strategies and identify services opportunities tied to platform adoption and business outcomes.
• Lead services pursuit strategy, manage internal alignment, and negotiate to close deals with strong commercial outcomes.
• Drive decision-making with a clear point of view, grounded in customer value and delivery realities.

Scoping, Estimation, Statements of Work, and Change Control

• Lead discovery and scoping workshops, create estimates, and align solution approach with Delivery and technical stakeholders.
• Own creation, validation, and approval of Statements of Work, including assumptions, dependencies, deliverables, acceptance criteria, and governance.
• Own Project Change Requests end-to-end, including commercial impact, negotiation, and closure.

Services Renewals and Lifecycle Commercial Management

• Create and validate Professional Services product renewals where applicable and manage renewals through negotiation and closure.
• Maintain pipeline hygiene and forecast accuracy, ensuring transparency of risk, confidence level, and next steps.

Financial and Business Acumen

• Own services margin health for your portfolio, balancing delivery effort, resourcing, third-party costs, and contractual scope.
• Produce and maintain services forecasts and reports (bookings, revenue, margin, backlog) and communicate performance clearly to stakeholders.
• Collaborate with Customer Success Managers to align engagement strategy to retention, growth, and measurable customer value.

Communication, Influence, and Executive-Ready Storytelling

• Produce clear, structured customer-facing collateral and internal communications.
• Deliver credible presentations and commercial narratives to senior stakeholders, tailoring messaging to technical and non-technical audiences.

What You Bring (Requirements)

• Fluent in English and Dutch (additional languages are a plus)

• 8–12 years’ experience in a professional services commercial role within enterprise SaaS or technology services (Professional Services Sales, Services Engagement, Services Pre-Sales, or equivalent).
• Strong preference for Genesys experience. If not Genesys, you must have comparable enterprise SaaS experience, ideally in contact centre, CX, CRM, or adjacent platforms.
• Proven track record of owning and closing complex services deals, including negotiation, contracting, and change control.
• Strong financial acumen, including forecasting, margin management, and commercial governance.
• Ability to lead cross-functional teams and operate effectively in matrix environments.
• Excellent written and verbal communication skills in English, with executive presence.
• Ability to work effectively both individually and with a team 
• Strong interpersonal and presentation skills and excellent written and verbal communication skills 
• Positive attitude and high willingness to learn and share knowledge with coworkers 
• Ability to obtain Security Check (SC) NSV clearance, if required
• Right to work in the Netherlands. We regret that no relocation can be offered for this role.

Education

• Bachelor’s degree required.
• MBA or Master’s degree strongly preferred, or equivalent senior commercial experience in enterprise SaaS/services.

Nice to Have

• Hands-on delivery experience, including project delivery leadership, programme management, or customer success leadership.
• Experience with contact centre transformation, cloud migration, or complex enterprise implementation programmes.
• Working knowledge of Salesforce (SFDC), Excel-based financial modelling/reporting, and PowerPoint for executive presentations.

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.

Stay Connected

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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. 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.

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.