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About the Role

As an AI and Experience Orchestration Director, you will bring innovative AI-powered solutions to Genesys core account teams and clients. This role is crucial for clients across all industries and sizes, representing a strategic growth area for Genesys. We seek individuals with deep expertise in AI-powered customer experience and a strong drive for success.

Responsibilities

Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders.
Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams.
Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting.
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives.
Serve as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider team.
Provide hands-on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration.
Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities.
Act as the voice of the customer by capturing insights and partnering with cross-functional teams in marketing, product, customer success, and professional services.
Identify strategic priorities and develop AI-led opportunity pathways aligned to customer objectives.
Perform ad-hoc duties as required by management.

Requirements

Strong subject matter expertise in AI, pre-sales, and customer experience technology with excellent verbal and written communication skills.
Experience in sales overlay, specialist, or subject matter expert functions.
Proven capability in AI-powered customer experience and conversational AI solutions.
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes.
Experience coordinating and executing AI proofs of concept.
Ability to create effective territory and account strategies that support growth objectives.
Strong critical thinking, problem-solving, and communication skills.
Effective presentation skills with the ability to serve as a compelling subject matter expert.
Ability to manage multiple concurrent work streams and support numerous in-flight opportunities across teams.

Skills

AI
Pre-sales
Customer experience technology
Sales overlay
Specialist sales
Subject matter expert
AI-powered customer experience
Conversational AI solutions
Influencing without authority
Collaboration
AI proofs of concept
Territory strategy
Account strategy
Critical thinking
Problem-solving
Communication
Presentation skills
Managing multiple work streams
Selling leading AI solutions for customer experience
Contact centre transformation

Location

Global

Work Type

Flexible-first culture

Experience Level

10 to 12 years of experience in software, cloud, or AI related roles

Benefits

Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families

About the Company

Genesys helps 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.
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.

Equal Opportunity

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.