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.
Key Responsibilities:
- 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.
Required Qualifications:
- 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 lifecycle.
- Demonstrated ability to build and influence relationships with senior and executive stakeholders, including C level leadership.
- Strong commercial and financial acumen with experience managing revenue, forecasting, margins, and pricing strategies.
- Experience managing Statements of Work, contract negotiations, scope control, and commercial governance.
- Solid understanding of SaaS business models and cloud based software delivery, ideally within customer experience or contact center platforms.
- Experience working cross functionally with Sales, Customer Success, Delivery, Product, and Partner teams to achieve business outcomes.
- Excellent communication, presentation, and negotiation skills with the ability to engage both business and technical audiences.
- Strong analytical mindset with the ability to identify risks, solve complex problems, and drive resolution proactively.
- Fluent English - written and spoken + Arabic could be a nice to have.
- Willingness to travel approximately 20 percent across Saudi Arabia and the GCC and Levant region.
Preferred Qualifications:
- Experience delivering Professional Services engagements within enterprise SaaS or customer experience platforms such as Genesys Cloud.
- Familiarity with the Saudi Arabian market and regional business environment.
- Master’s degree in Business Administration, Engineering, Information Technology, or a related discipline.
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
