AI Experience Orchestration Director

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Do you have a passion for creating amazing customer experiences using the latest AI-powered software capabilities? As an AI and Experience Orchestration Director focused on the Genesys native AI and Experience Orchestration portfolio, you will bring innovative solutions like Genesys Agentic AI to core account teams and our clients.

This is a critical focus area for clients of all industries and sizes, and it is a strategic growth area for Genesys. We are looking for individuals with subject matter expertise in AI-powered customer experience, a proven track record of overachievement, and a strong drive to win!  

Key Job Responsibilities (what we do):  

• Previous deep experience in AI to be able to have detailed AI discussions with both Technical and Business leaders

• Partner with core account executives (AEs) and sales management on territory and account planning, pipeline generation, opportunity management, and forecasting to exceed overall and portfolio-specific sales targets   

• Ensure follow-through on plays and programs related to the Genesys AI portfolio in the field (sales campaigns, enablement programs/certifications, etc.)  

• Show up with subject matter expertise and presence to differentiate Genesys in opportunities and to model desired methods for AEs (upskilling)  

• Provide hands-on support with positioning, presentations, pricing, proposals, and other key work products related to the Genesys AI portfolio

• Run point on Customer Workshops that are focused on developing AI Use Cases and Pilots

• Be the voice of the customer and the field with relevant cross-functional teams (marketing, product, professional services, etc.) 

• Take a lead to identify Priorities and Use Cases to develop AI opportunities

Key Cultural Values (how we do it):  

• Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues (primarily AEs and sales managers) and to Genesys clients. Their goals are our goals, and we connect regularly through authentic conversations.   

• Fly in formation: We are team players in everything we do. As specialists, we work with and through our assigned AEs, managers, and other colleagues (e.g., Customer Success and Professional Services) to deliver results. We stay in formation by speaking the language of MEDDPICC, being highly aware of and deeply involved in what’s happening in our assigned territories, and adding value at every turn with our perspective, presence, and work products.  

• Go big: We are experts in AI and change agents within Genesys. Where appropriate and with empathy, we challenge colleagues, clients, and ourselves to think and act boldly to deliver greater innovation and outcomes for all parties.  

Requirements: 

• A strong SME in AI and Pre Sales with excellent written and oral skills

• Experience in sales overlay or subject matter expert roles

• 12+ years of relevant professional experience in Software / Cloud / AI 

• Proven experience and expertise in AI-powered customer experience with an AI-First mindset

• Demonstrated ability to lead through influence as well as direct authority, partnering with colleagues to drive outcomes collaboratively

• Strong coordination skills on developing and running AI PoC’s

• Demonstrated ability to create effective territory and account strategies / plans   

• Strong critical thinking and communication skills  

• Effective presentation skills in public events (ability to serve as a compelling subject matter expert)  

• Ability to prioritize as well as manage multiple work streams at once (many in-flight opportunities across multiple sales teams) 

Desirable Skills: 

• Hands-on experience selling leading AI solutions within the customer experience / contact center market  

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$134,000.00 - $235,600.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

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 reasonable.accommodations@genesys.com.

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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.