Senior Director, Professional Services

locations

Manila, Philippines

time type

Full time

posted on

Posted Today

job requisition id

JR109006

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.

Senior Director, Professional Services

Location: Manila

Overview:

The Senior Director of Professional Services will lead a global team of Regional Directors, Managers, Technical Leads, and Consultants, focusing on managing the deployment and implementation of Genesys solutions. This position requires a blend of technical expertise, leadership, and operational acumen to ensure efficient, high-quality delivery of services across complex multi-site customer environments. The Senior Director will drive the adoption of best practices and methodologies for Genesys product solutions, ensuring successful solution implementations and technical integrations.

Key Responsibilities:

• Solution Architecture & Delivery:

• Define and establish best practices and methodologies for Genesys solution deployment, ensuring repeatable and scalable processes across multiple customer environments.

• Lead the technical discovery sessions, collaborating with customers to understand their business and technical requirements, and drive the integration of Genesys solutions into cloud, hybrid, and on-premise architectures.

• Oversee the technical architecture design of Genesys solutions, ensuring seamless integration with complex, multi-system environments (e.g., CRM systems, databases, cloud infrastructure).

• Ensure alignment with Genesys' product suite (e.g., Genesys Cloud, Genesys Engage, PureCloud, Genesys Multicloud CX) during solution development, configuration, and deployment.

• Project Management & Execution:

• Ensure the successful execution of customer projects, managing multi-disciplinary technical teams to deliver solutions within specified timeframes and budget constraints.

• Manage technical project planning, capacity forecasting, and resource allocation to ensure optimal utilization of the team and meet utilization targets.

• Lead risk assessment and troubleshooting efforts for complex technical issues, including system failures, integration roadblocks, and architecture challenges during deployment.

• Operational Excellence & Process Development:

• Develop and promote standardization in technical methodologies for delivery, including system integration practices, solution deployment strategies, and quality assurance processes.

• Drive efficiency gains by identifying opportunities to improve delivery processes, utilizing automation and optimized tools, while maintaining high levels of customer satisfaction.

• Implement and monitor the use of support tools (e.g., ticketing systems, source control systems, wikis) to track technical issues, code reviews, and solution deployments.

• Technical Team Development:

• Coach and mentor the technical team, ensuring continuous professional development through training on Genesys product features, new technologies, and evolving industry best practices.

• Ensure hands-on technical expertise across the team to resolve deployment issues, and provide knowledge transfer to other team members and clients.

• Collaboration & Customer Engagement:

• Serve as the technical escalation point for complex customer issues, ensuring effective resolution of problems while maintaining high service standards.

• Collaborate with sales and pre-sales teams during the sales cycle, providing technical input for solution design and clarifying technical aspects during contract negotiation.

• Innovation & Continuous Improvement:

• Foster a culture of technical innovation within the team by identifying new technologies or approaches that can enhance the functionality of Genesys solutions or the service delivery model.

• Actively explore opportunities to integrate cutting-edge technologies such as AI-driven customer engagement, automation, and machine learning into solution delivery for competitive advantage.

Required Qualifications:

• Master's degree in Engineering, Computer Science, Information Technology, or related technical field.

• Significant experience in leading and managing technical teams within a Professional Services organization, specifically related to Genesys solutions or other customer contact center technologies.

• Expertise in system integration, cloud technologies, and distributed architectures, including knowledge of microservices, Service-Oriented Architecture (SOA), and API integrations.

• Familiarity with cloud-based solutions (e.g., AWS, Azure, Google Cloud) and experience with deploying and managing these in contact center environments.

• Hands-on experience with the deployment and integration of Genesys software solutions (Genesys Cloud, Engage, Multicloud) or comparable contact center platforms.

• Proficiency with database technologies (e.g., SQL Server, Oracle) and data integration methods.

• Strong understanding of contact center operations, particularly omnichannel solutions, IVR systems, call routing, and workforce optimization technologies.

• Experience with ticketing systems, Jira, Git, and continuous integration/continuous deployment (CI/CD) practices.

• Ability to manage complex, high-profile client relationships and drive technical engagements from initial discovery through post-implementation support.

Desired Technical Skills:

• Knowledge of Genesys Cloud CX architecture, API integration, and customization.

• Familiarity with DevOps practices, including automation tools such as Terraform, Docker, Kubernetes, and CI/CD pipelines.

• Hands-on experience with contact center data analytics, including reporting and real-time dashboards.

• Experience with advanced troubleshooting in multi-tenant environments, load balancing, security configurations, and network optimization for contact centers.

• Understanding of network architecture for contact centers, including LAN/WAN, firewall configurations, and IP telephony.

Additional Requirements:

• Willingness to travel internationally as required (valid passport necessary).

• Overnight standard hours to support customer needs across Americas core business hours.

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

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

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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.