Senior Services Engagement Director

locations Amsterdam (Flexible) time type Full time posted on Posted Today job requisition id JR111357Be 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 h