At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. As the Director Professional Services, Genesys, you will manage projects and teams on the most complex Contact Center applications imaginable. You are the overall project owner and spearhead the customer conversations.

You will be an operational leader who understands the business impacts and technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will own the software development experience. Ability to function in a pre and post sales role.

Recognized as an external and internal thought leader within CX transformation, Process Automation Digital Transformation, and Omnichannel technologies. Excellent customer-facing presentation skills with the ability to lead implementation teams and projects. Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies. ~ Develop Customer, Business Development, Engineering, Marketing, and Partner Relationships: ~ Lead and participate in the initial opportunity qualification, data gathering, and solution development with TTEC and partners. ~ Lead technical teams for Genesys Cloud implementations on client projects. ~ Lead customer requirements sessions both business and technical ~ Ownership and responsibility for end-to-end project success including profitability and customer success. ~ Develop and Present Solutions to the Client / Support Deal Closure ~ Support Proposal and Solution Overview documents. ~ Responsible for reviewing technical efforts for all phases of the project. ~ Deliver the entire TTEC value proposition and be a thought leader for CX Transformation. ~ Provide insights on competitor service offerings.



~ Lead delivery teams by providing coaching and mentoring and fostering the next generation of talent to enhance execution, improve productivity, and drive efficiencies. ~ Communicate and influence executives across the business, technology, and partner organizations. ~ Manage budgets using Agile and waterfall sizing approaches, ensuring transparency across delivery programs, and utilizing FinOps to achieve measurable results. ~ Bachelor’s degree in computer science, IT, or engineering preferred. ~12 or more years’ experience in Contact Center and UC environments. ~7 or more years of Genesys project leadership. ~ Experience creating a roadmap, planning and documenting end to end project approach using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone and/or other cloud telephony platform. ~ Experience creating and presenting to executive level stakeholders (technical and non-technical).

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage.

When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

As part of our commitment to fair and effective hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions. #

📌 Executive Director, Professional Services (Toronto)
🏢 Ttecdigital
📍 Toronto