Senior Director, Professional Services

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. 

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