Professional Services Delivery Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

We are seeking an energetic and experienced Delivery Manager, Professional Services (Digital & AI) to lead and manage a team of consultants specializing in Digital and AI solutions. In this role, you will drive the growth of our Professional Services organization, ensuring timely and high-quality service delivery across Genesys Cloud CX and other AI platforms. You will be responsible for Services Revenue, Gross Profit, and Customer Satisfaction, while also playing a strategic role in customer engagement, presales, and team development.

This position requires a strong technical leader who can manage projects, mentor teams, and collaborate with cross-functional leaders in sales, business units, and customers.

Key Responsibilities

• Lead a team of Professional Services consultants delivering Digital & AI solutions across North America.

• Own customer success by actively engaging in presales, solution design, and project delivery.

• Oversee technical project execution, ensuring projects are delivered on time, within scope, and aligned with customer objectives.

• Conduct technical discussions with customers, scoping projects and providing effort estimates.

• Provide technical mentoring to the team, fostering a culture of innovation and learning.

• Act as an escalation point for project, product, and customer issues.

• Ensure the team is properly resourced, trained, and structured to meet utilization and revenue targets.

• Drive operational excellence, ensuring adherence to Professional Services methodologies and best practices.

• Oversee deal estimation, backlog management, and Statement of Work reviews.

• Evangelize service capabilities, particularly in AI, Generative AI, Voice and Chatbots, to drive new business opportunities.

• Monitor team performance and customer satisfaction, addressing escalations proactively.

• Maintain a deep technical understanding of the Genesys Product Portfolio and related technologies.

• Develop and maintain strong relationships with Product Management, Engineering, and key partners.

• Provide strategic oversight on key customer engagements and troubleshooting complex implementation issues.

Required Qualifications

• Bachelor’s degree in Engineering, Computer Science, or related field.

• 6+ years of industry experience, including 4+ years in Professional Services leadership, delivering complex AI solutions.

• Strong leadership and team management skills with experience leading geographically dispersed teams.

• Expertise in Conversational AI solutions (e.g., Google Dialogflow, Amazon Lex, IBM Watson, Microsoft LUIS, Nuance Mix, Kore.AI).

• Familiarity with Contact Center operations and Professional Services delivery models.

• Hands-on experience in Genesys Cloud CX products and solutions.

• Proven ability to translate customer business needs into scalable AI solutions.

• Strong communication and stakeholder management skills, with experience presenting to business and technical audiences.

• Problem-solving and decision-making skills in fast-paced environments.

• Experience with Agile methodologies and project execution.

• Ability to travel as necessary to support business needs.

Preferred Qualifications

• Prior experience in consulting, presales, or customer success roles.

• Understanding of AI and automation trends in customer experience and contact centers.

• Demonstrated ability to drive innovation and process improvements.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.