Service Engagement Director

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. Service Engagement Director Riyadh, Saudi Arabia Role Overview: This role drives the success of complex enterprise customer transformations by ensuring that Genesys investments translate into measurable business outcomes, improved customer experiences, and scalable operational performance. As a strategic leader within Professional Services, you own the end to end commercial and delivery relationship for key enterprise accounts, influencing how organizations modernize their customer engagement through cloud technology. You operate at the intersection of business strategy and execution, partnering with senior customer stakeholders and internal leaders to shape transformation roadmaps and deliver lasting value. At Genesys, this work contributes directly to redefining how organizations connect with their customers through AI powered, cloud based experiences that are both human centric and data driven. The role offers strong visibility across regional leadership and exposure to high impact initiatives across Saudi Arabia and the broader GCC and Levant markets.

Drive services growth by shaping high value Professional Services opportunities that increase revenue, improve customer outcomes, and expand account footprint. Build and sustain executive level relationships that position Genesys as a long term strategic partner in customer experience transformation. Develop and execute multi year engagement strategies aligned with customer business goals, ensuring clear linkage between services delivery and measurable outcomes. Own the full lifecycle of services engagements, ensuring delivery excellence, customer satisfaction, and profitable execution across all assigned accounts Partner with Sales and Customer Success to identify expansion opportunities and align services strategy with overall account growth plans. Lead executive governance forums and business reviews that communicate value realization, performance metrics, risks, and forward looking recommendations. Orchestrate cross functional delivery teams to ensure projects are delivered on time, within scope, and aligned to customer expectations and success criteria. Manage financial performance across engagements, including forecasting, margin optimization, pricing strategy, and resource alignment. Oversee contractual governance, including scope definition, change management, and commercial negotiations to protect both customer outcomes and business performance. Identify and mitigate delivery and commercial risks early, ensuring continuity of service and sustained customer confidence. Act as the escalation point for complex customer and delivery challenges, driving resolution through coordinated cross functional action. Communicate the value of Genesys Cloud and modern SaaS delivery models to both technical and business stakeholders, reinforcing adoption and long term success. Capture insights and best practices from engagements to strengthen delivery methodologies and support scalable growth of Professional Services.

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field. 12 years or more years of related experience in Professional Services Consulting, enterprise software delivery, or customer engagement roles, or 8 years with a Master’s degree. Proven experience managing complex enterprise engagements across the full services