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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Senior Director Global Professional Services Operations - Sydney

Genesys is seeking a Senior Director of Global Professional Services Operations to define scale and continuously evolve the operating model for a high-growth multi-region SaaS services business.

As Professional Services enters a new era shaped by AI automation and changing customer expectations the nature of service delivery the skills required and how value is delivered to customers are rapidly transforming. This role is critical in leading that evolutionbuilding a more agile data-driven and AI-enabled operating model that supports new service offerings optimizes how work is performed and enables the organization to scale effectively.

This role serves as the global operational control tower for Professional Services driving standardization visibility and performance across the end-to-end services lifecyclefrom booking through delivery and revenue realization. You will enable regional teams to execute with greater speed predictability and efficiency while strengthening alignment to financial performance and customer outcomes.

As a key leader in the organization you will combine strategic vision with operational execution to enhance scalability improve margin performance and accelerate services growth. A core focus of this role is to modernize the services business through AI automation and best-in-class systems embedding intelligent workflows and data-driven decision-making across all aspects of operations.

What Youll Do:

In this role the primary responsibilities include (but are not limited to):

Operating Model and Transformation

• Define and scale the global Professional Services operating model

• Own the end-to-end services lifecycle from booking through delivery and billing

• Establish KPI frameworks operating cadence and executive visibility

• Lead transformation initiatives to simplify standardize and scale operations

Workforce and Delivery Optimization

• Enable lead and guide regions in global workforce planning capacity modeling and utilization optimization

• Provide actionable insights to balance demand and supply across regions skills and delivery models

• Improve deployment speed staffing efficiency and delivery consistency across the organization

Financial Performance and Governance

• Drive visibility governance and accountability for services forecasting backlog health billing accuracy and revenue integrity across regions

• Partner with regional leaders to drive margin expansion through improved utilization delivery efficiency and operational discipline

• Partner with Finance on reporting controls and audit readiness

• Support pricing scoping and deal governance to improve deal velocity and services attach

Systems Data and AI

• Own and lead the global strategy for Professional Services systems positioning technology as a core enabler of scale efficiency and growth

• Design and optimize an integrated end-to-end tooling ecosystem supporting the full services lifecycle from quote to cash

• Partner with the Professional Services Automation (PSA) Product Owner to define business requirements and ensure integration with CRM ERP and HR systems

• Improve data quality reporting and process standardization to enable a single source of truth

• Embed AI and automation as foundational capabilities within core operational workflows to improve productivity forecasting accuracy and resource optimization

Risk Compliance and Partner Operations

• Establish governance frameworks across delivery financial controls and operations

• Proactively identify and mitigate operational and commercial risks

• Define partner delivery standards certification and performance management

Leadership and Cross-Functional Alignment

• Act as the central operational leader across Professional Services partnering with Sales Finance Customer Success and other cross-functional teams

• Ensure seamless transition from sales to delivery

• Build and lead a high-performing global Professional Services Operations team

Youll Bring

• 12 years in Professional Services Services Operations or Business Operations within SaaS or enterprise technology

• Experience leading global distributed teams in matrixed organizations

• Proven track record scaling services operations in high-growth environments

• Strong expertise in forecasting capacity planning utilization and delivery governance

• Experience driving transformation through systems automation and AI

• Strong financial acumen including margin management and revenue oversight

• Executive presence with the ability to influence cross-functional stakeholders

• Bachelors degree required; MBA preferred

Key Success Measures

• Scale the Professional Services business through AI and automation improving productivity while minimizing incremental headcount growth

• Achieve high forecast accuracy and maintain strong visibility into backlog revenue and delivery performance

• Improve global utilization capacity alignment and deployment speed across regions

• Drive margin expansion through improved delivery efficiency and operational discipline

• Implement and scale best-in-class PSA and systems to enable efficient quote-to-cash operations

• Enable regional teams with actionable insights to improve decision-making execution and overall business performance

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

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Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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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About Genesys:

Genesys empowers more than 8000 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.

Reasonable Accommodations:

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.