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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Overview

The Head of Professional Services Sales UKI leads the Professional Services commercial engagement function across the UKI region, with a strategic focus on AI-led customer transformation.

This role is responsible for driving services growth, commercial governance, and customer outcomes by positioning AI capabilities at the centre of the services proposition.

You will partner closely with Sales, Customer Success, Delivery, Product, and Solution Consulting to shape complex enterprise opportunities, develop scalable engagement models, and ensure AI solutions deliver measurable business value.

This is a senior quota-carrying leadership role with accountability for regional services bookings, AI services growth, profitability, forecasting, and executive customer engagement.

Key Responsibilities

AI and Services Strategy

• Lead the evolution of the UKI services engagement strategy toward AI-led transformation services.
• Position AI capabilities as a core component of customer transformation roadmaps.
• Drive development of scalable AI services offerings, adoption programmes, and innovation engagements.
• Identify market opportunities and influence regional go-to-market strategy.

Customer and Commercial Leadership

• Build executive-level customer relationships and act as a trusted transformation advisor.
• Own regional services bookings, AI services growth, profitability, forecast accuracy, and backlog health.
• Lead complex enterprise pursuits, commercial negotiations, and strategic renewals.
• Partner with Sales and Customer Success leadership to drive adoption, retention, and expansion.

Governance and Operational Excellence

• Establish governance standards across Statements of Work, estimation, change control, and commercial engagement processes.
• Ensure services engagements align customer outcomes, delivery scalability, and commercial performance.
• Drive forecasting discipline, operational rigor, and risk management.

Organisational Leadership

• Lead and develop the UKI Services Engagement capability.
• Coach and mentor team members across commercial leadership, executive engagement, and AI positioning.
• Drive cross-functional alignment across Customer Success, Delivery, Product, Finance, and Sales.

Success Measures

• Regional services bookings attainment
• AI services growth and adoption
• Services profitability and margin performance
• Forecast accuracy and backlog health
• Strategic account growth and renewals
• Customer satisfaction and executive engagement
• Team capability and operational maturity

What You Bring

• Minimum 5 years of direct people management experience, including leading, coaching, and developing high-performing commercial, consulting, professional services, or customer-facing teams.
• 10+ years of experience in enterprise SaaS, Professional Services, consulting, or customer transformation leadership.
• Strong preference for Genesys experience or expertise in enterprise CX, AI, or adjacent cloud platforms.
• Proven success leading complex commercial engagements and transformation programmes.
• Experience driving AI-led customer transformation and innovation initiatives.
• Strong executive presence and ability to influence senior stakeholders.
• Strong commercial and financial acumen, including forecasting, profitability, and governance.
• Experience operating within matrixed organisations and leading cross-functional collaboration.
• Excellent communication and presentation skills.
• Ability to obtain Security Check (SC) NSV clearance if required.
• Right to work in the UK.
• Candidates should have easy access to London and be within approximately 2 hours travel time.

Education

Bachelor’s degree required.
MBA, Master’s degree, or equivalent leadership experience preferred.

Nice to Have

• Experience with AI-enabled CX transformation programmes.
• Knowledge of conversational AI, automation, analytics, or workforce engagement solutions.
• Experience positioning or selling Managed Services offerings within enterprise SaaS or CX environments.
• Enterprise delivery or programme leadership experience.
• Working knowledge of Salesforce (SFDC), financial modelling, and executive presentations.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 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, here's 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, you'll 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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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 www.genesys.ai. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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