Service Engagement Director

About Genesys

Genesys empowers over 8,000 organizations globally to deliver superior customer and employee experiences using AI-driven experience orchestration. Their platform seamlessly integrates people, systems, data, and AI to foster personalized service, enhance operational efficiencies, and strengthen customer relationships.

Role Summary

The Service Engagement Director drives complex enterprise customer transformations, ensuring investments in Genesys technology lead to measurable business results, enhanced customer experiences, and scalable operational performance. As a key professional services leader, this role manages end-to-end commercial and delivery relationships for major accounts, collaborating with senior stakeholders to modernize customer engagement through cloud technologies. With regional leadership visibility, the position influences initiatives across Saudi Arabia, the GCC, and Levant markets.

Key Duties

• Identify and shape high-value professional services opportunities to stimulate revenue growth, boost customer results, and expand account reach.
• Establish and nurture executive-level partnerships positioning Genesys as a strategic, long-term customer experience transformation ally.
• Develop and implement multi-year engagement strategies aligned with customer business objectives, linking service delivery to tangible outcomes.
• Manage the complete lifecycle of service engagements, ensuring quality delivery, client satisfaction, and profitability.
• Collaborate with sales and customer success teams to discover expansion avenues and align services strategies with growth plans.
• Lead executive governance meetings and business reviews to communicate value, performance data, risks, and future recommendations.
• Coordinate cross-functional teams to deliver projects on schedule, within scope, and meeting customer success metrics.
• Oversee financial aspects of engagements including forecasting, margin management, pricing, and resource planning.
• Administer contractual governance covering scope, change requests, and commercial negotiations to safeguard business performance and client outcomes.
• Anticipate and address delivery and commercial risks early to ensure service continuity and maintain customer trust.
• Serve as an escalation point for complex client and delivery issues, facilitating resolution through cross-team coordination.
• Promote the value of Genesys Cloud and modern SaaS solutions to technical and business stakeholders to encourage adoption and long-term success.
• Capture and share insights and best practices to enhance delivery methods and support the scalable growth of professional services.

Required Qualifications

• Bachelor’s degree in Computer Science, IT, Engineering, or related technical fields.
• Minimum 12 years experience in Professional Services consulting, enterprise software delivery, or customer engagement roles (or 8 years with a Master’s degree).
• Proven capability managing end-to-end complex enterprise engagements.
• Ability to build and influence relationships with senior executives including C-level leaders.
• Strong financial acumen with expertise in revenue management, forecasting, margin control, and pricing tactics.
• Experience overseeing statements of work, contract negotiations, scope management, and commercial governance.
• In-depth understanding of cloud-based SaaS business models, ideally within customer experience or contact center domains.
• Proven cross-functional collaboration with Sales, Customer Success, Delivery, Product, and Partner teams.
• Excellent communication, presentation, and negotiation skills tailored for both business and technical audiences.
• Strong analytical abilities to identify risks, solve complex challenges proactively, and drive resolutions.
• Fluent in English; Arabic proficiency is an advantage.
• Willing to travel approximately 20% within Saudi Arabia, GCC, and Levant regions.

Preferred Qualifications

• Hands-on experience delivering professional services for enterprise SaaS or customer experience platforms such as Genesys Cloud.
• Familiarity with Saudi Arabian market and regional business environment.
• Master’s degree in Business Administration, Engineering, IT, or related disciplines.

Working Environment and Benefits

• Engage with enterprise-scale AI technology used by thousands of organizations worldwide, with over 150 new AI features released last fiscal year.
• Join a global workforce of nearly 7,000 employees embracing flexible work arrangements to maximize performance.
• Opportunity to grow AI-era skills with mentorship, learning opportunities, leadership development, and educational support.
• Access paid volunteer days, August Free Fridays, wellbeing programs, and tailored regional benefits for employees and families.
• Work for a globally recognized employer certified as a Great Place to Work® in 17 countries, with 94% employee pride.

Additional Information

Genesys supports reasonable accommodation requests for applicants needing alternative access or assistance during the hiring process. The company is an equal opportunity employer committed to workplace fairness, evaluating applicants without discrimination based on protected characteristics. Recruiters will never request sensitive personal or financial data during hiring.