Director, Genesys Practice – Advisory

🕒 April 22

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• Build and scale a high-performing CCaaS practice on Genesys Cloud CX, achieving growth targets and margin goals across delivery and advisory services • 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 client outcomes and delivery excellence • Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities • Own delivery governance and oversight across Genesys Cloud CX engagements, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness • Own P&L responsibility for the Genesys 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 • Partner with business development, sales, and marketing teams to shape go-to-market strategies, support pursuits, and develop 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 • Own end-to-end platform strategy and delivery leadership for Genesys Cloud CX, from capability definition through in-life advisory, engaging directly with enterprise clients and C-suite stakeholders • 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 • Drive Day 2 value realization through managed services, continuous optimization, and outcome measurement, ensuring clients achieve and sustain the business case committed during implementation • 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 • Advise on proposal development and solution architecture for major opportunities, providing practice perspective on value proposition, delivery approach, and ROI • Maintain 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 TELUS Digital 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 • Recruit, develop, and retain top-tier talent with Genesys platform expertise, delivery leadership, 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

🎯 Requirements

• 10+ years of experience in contact center technology, including CRM integration • 5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting • Proven track record leading large-scale CCaaS transformation programs from strategy and advisory 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 bookings growth, margin improvement, and utilization performance • 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 • Bachelor's degree required; MBA or advanced degree preferred • Genesys Cloud CX certifications preferred, including Genesys Cloud CX: Professional Certification; Architect and 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 • Up to 25% travel required to support client engagements, business development, and team collaboration.

🏖️ Benefits

• Offers Equity • Offers Bonus • 25% annual bonus of base salary, subject to the terms and conditions of the annual plan design