Director, Genesys Practice – Advisory

Lead CCaaS practice at TELUS Digital focusing on Genesys Cloud CX. Achieve growth targets and drive innovation in contact center transformation.

Posted 4/22/2026full-timeRemote • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United StatesLead💰 $150,000 - $180,000 per yearWebsite

Tools & technologies

AWSCloudPMP

Key responsibilities & impact

Build and scale a high-performing CCaaS practice on Genesys Cloud CX, achieving growth targets and margin goals across delivery and advisory services
Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes
Lead a cloud-native Genesys Cloud CX strategy, supporting commercial activity, lighthouse wins, and migration paths from legacy on-premises and competitive CCaaS platforms
Establish thought leadership and market differentiation in Genesys Cloud CX–powered contact center transformation, including AI-driven routing, digital bots, agent assist, and journey orchestration, with a focus on enterprise client outcomes and delivery excellence
Own delivery governance and oversight across Genesys Cloud CX engagements, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
Own P&L responsibility for the Genesys practice, including revenue growth, margin optimization, and resource utilization
Develop and execute a practice strategy aligned with company objectives and market opportunities
Partner with business development, sales, and marketing teams to shape go-to-market strategies, support pursuits, and develop thought leadership content

What you’ll need

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
Proven track record leading large-scale CCaaS transformation programs from strategy and advisory 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 bookings growth, margin improvement, and utilization performance
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
Bachelor's degree required; MBA or advanced degree preferred
Genesys Cloud CX certifications preferred, including Genesys Cloud CX: Professional Certification; Architect and WEM certifications (WFM / QM) a plus
Additional certifications in related technologies (Salesforce, Microsoft, Google Cloud, AWS, Assistive or Agentic platforms) are highly valued
Industry certifications (PMP, Lean Six Sigma) are a plus

Comp & perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CCaaSGenesys Cloud CXCRM integrationcontact center operationsroutingWEMQMagent experience designomnichannel orchestrationimplementation methodologies

Soft Skills

leadershipstrategic planninginnovationthought leadershipdelivery excellenceclient outcomesgovernanceoversightcollaborationcommunication

Certifications

Genesys Cloud CX: Professional CertificationArchitect certificationWEM certificationPMPLean Six Sigma