Director, Genesys Practice – Advisory

Role Overview

• 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
• Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities
• 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
• Build scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities
• Partner with business development, sales, and marketing teams to shape go-to-market strategies, support pursuits, and develop 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
• Own end-to-end platform strategy and delivery leadership for Genesys Cloud CX, from capability definition through in-life advisory, engaging directly with enterprise clients and C-suite stakeholders
• 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
• Drive Day 2 value realization through managed services, continuous optimization, and outcome measurement, ensuring clients achieve and sustain the business case committed during implementation
• 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
• Advise on proposal development and solution architecture for major opportunities, providing practice perspective on value proposition, delivery approach, and ROI
• Maintain 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 TELUS Digital 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 expertise, delivery leadership, 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
• 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
• Up to 25% travel required to support client engagements, business development, and team collaboration.

Tech Stack

• AWS
• Cloud
• PMP

Benefits

• Offers Equity
• Offers Bonus
• 25% annual bonus of base salary, subject to the terms and conditions of the annual plan design