• 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 • 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 • 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 • 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