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 C-suite executives
Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
Drive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimization
Maintain deep platform-level expertise in Genesys Cloud CX, including Architect, voice and digital channels, AI-driven routing, digital bots, agent assist, WEM, and omnichannel orchestration, to guide solution engineering and delivery teams
Support proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success
Demonstrate deep practitioner-level understanding of Genesys Cloud CX platform capabilities (architecture, integrations/CTI, routing, AI agents, WEM/QM) and translate that into scalable solution designs, delivery standards, and implementation innovation
Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
Establish practice as a recognized thought leader in Genesys and CX Transformation through speaking engagements, publications, and industry participation
Represent the firm within the Genesys partner ecosystem, including AppFoundry partners, industry forums, and client advisory boards
Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes
Recruit, develop, and retain top-tier talent with Genesys platform and delivery expertise and CCaaS domain knowledge
Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
Foster a culture of innovation, collaboration, and client excellence within the practice
Establish clear career paths and competency frameworks for CCaaS consultants and architects
Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

Requirements

10+ years of experience in contact center technology, including CRM integration
5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting
Experience with Genesys Cloud CX native telephony, analytics, and AI capabilities, including voice, routing, and conversational AI
Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation and support
Deep contact center operations expertise, including routing, WEM/QM, agent experience design, deflection/self-service strategies, and omnichannel orchestration
Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement
Experience developing reusable accelerators, templates, and solution patterns to scale Genesys CCaaS delivery and reduce implementation timelines
Working knowledge of competitive CCaaS platforms and the ability to position Genesys's differentiation in multi-vendor evaluations
Experience leading migrations from legacy CCaaS and CRM platforms, including data, routing, and telephony/CTI considerations

Benefits

Offers Equity
Offers Bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Genesys Cloud CXWEMAI capabilitiesCRM integrationCCaaS transformationroutingconversational AIanalyticstelephonyomnichannel orchestration

Soft Skills

delivery leadershipbusiness unit managementclient satisfactionstrategic partnershipinnovationcollaborationthought leadershipteam buildingchange managementexecutive relationship management

Certifications

technical certificationsGenesys certifications