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About the Role
As an AI and Experience Orchestration Director, you will bring innovative solutions to Genesys core account teams and clients, focusing on the Genesys native AI and Experience Orchestration portfolio. This role is critical for clients of all industries and sizes and represents a strategic growth area for Genesys. We seek individuals with subject matter expertise in AI-powered customer experience, a proven track record of overachievement, and a strong drive to win.
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.
- 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.
- 10 to 12 years of experience in software, cloud, or AI related roles.
- 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
- AI-powered customer experience
- conversational AI solutions
- AI proofs of concept
- territory and account strategies
- critical thinking
- problem-solving
- communication skills
- presentation skills
- subject matter expert
- AI solutions for customer experience
- contact centre transformation
Location
- Remote
Work Type
- Full-time
- Flexible-first culture
Experience Level
- 10 to 12 years of experience
Salary/Compensations
- $147,400.00 - $193,400.00
Benefits
- Market-competitive salary
- Commission or performance-based bonus opportunities
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Mentorship
- Learning programs
- Leadership development
- Education support
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 helps build, support and operate technology used by more than 8,000 organizations in over 100 countries.
- Genesys is redefining how companies engage with customers while fostering a collaborative and inclusive culture.
- 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.
- Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
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.