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:

• Masters 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 (valid passport necessary).

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

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