Director, Genesys

Department: Digital Customer Experience

Location: Remote, US, Durham, NC, Columbus, OH, Charlottesville, VA, Boston, MA

Compensation: $150K – $180K • Offers Equity • Offers Bonus

Employment Type: FullTime

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

Our Genesys Practice Leader for the CCaaS Delivery Practice will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity within the US.

The Opportunity

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in Genesys Cloud CX, including enterprise-grade routing, omnichannel orchestration, workforce engagement (WEM), analytics, and native AI capabilities. This director-level role will drive the growth of our Genesys consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for overall practice P&L, solution implementation and delivery, talent development, and strategic partnerships with Genesys to position our firm as a premier implementation partner in the market.

The strategic priorities of this role will be to:

• Build and scale a high-performing CCaaS practice focused on Genesys Cloud CX delivery, achieving growth targets and margin goals

• 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 outcomes and technical excellence

• Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities

Responsibilities

Building our Company

• Own delivery governance and oversight across Genesys Cloud CX and Genesys WEM, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness

• Own P&L responsibility for the Genesys delivery 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, and define and govern measurable AI outcomes across the platform

• Partner with business development and marketing teams to create compelling go-to-market strategies and 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

Focusing on Customers

• Support complex, strategic Genesys engagements with enterprise clients, serving as a trusted advisor to C-suite executives

• 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

• 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

• Support proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI

• Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success

Leading our Market

• Demonstrate 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 the firm 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

Developing our People

• Recruit, develop, and retain top-tier talent with Genesys platform and delivery expertise 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

Competencies

Experience & Expertise

• 10+ years of experience in contact center technology, including CRM integration, with demonstrated leadership of Genesys platform implementations across enterprise environments

• 5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting

• Experience with Genesys Cloud CX native telephony, analytics, and AI capabilities, including voice, routing, and conversational AI

• Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy 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 revenue growth and margin improvement

• 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

• Experience leading migrations from legacy CCaaS and CRM platforms, including data, routing, and telephony/CTI considerations

Skills & Competencies

• Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholders

• Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation

• Strong business acumen, including P&L management, financial modeling, and resource optimization

• Proven ability to build strategic partnerships and navigate complex vendor ecosystems

• Results-driven with a track record of achieving aggressive growth targets while maintaining delivery excellence

Certifications & Education

• Bachelor’s degree required; MBA or advanced degree preferred

• Genesys Cloud CX certifications strongly preferred, including Genesys Cloud CX: Professional Certification, Genesys Cloud CX: Architect Certification, Genesys 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

Travel

• Up to 25% travel required to support client engagements, business development, and team collaboration.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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