Genesys
AI and Experience Orchestration Director
Join to apply for the AI and Experience Orchestration Director role at Genesys.
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.
Job Summary The AI and Experience Orchestration Director brings deep expertise in AI‑powered customer experience to account teams and clients, helping to translate clients’ business goals into impactful AI use cases that deliver measurable outcomes and, in turn, help drive sales and adoption of Genesys native AI capabilities. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organizations to drive meaningful change.
Key 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 sales strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting.
Identify strategic priorities and develop AI‑led opportunity pathways aligned to customer objectives.
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives.
Serve as a trusted subject matter expert internally, and model best‑practice sales motions that elevate capabilities 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, prioritization 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.
Ad‑hoc duties as required by management.
Key Cultural Values
Embrace Empathy — 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 to deliver results, staying in formation by speaking the language of MEDDPICC and adding value at every turn.
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.
Minimum Experience
Strong subject‑matter expertise in AI and customer experience technology, with excellent verbal and written communication skills.
10 to 12 years of sales and/or presales experience in software, cloud, and/or AI‑related domains.
Experience with AI‑powered customer experience and conversational AI solutions.
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes.
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.
Desirable Skills
Experience in sales overlay, specialist, and/or subject‑matter expert functions.
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.
$125,300.00 – $232,700.00
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.
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. 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.
Equal Opportunity Statement 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.
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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.
Job Summary The AI and Experience Orchestration Director brings deep expertise in AI‑powered customer experience to account teams and clients, helping to translate clients’ business goals into impactful AI use cases that deliver measurable outcomes and, in turn, help drive sales and adoption of Genesys native AI capabilities. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organizations to drive meaningful change.
Key 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 sales strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting.
Identify strategic priorities and develop AI‑led opportunity pathways aligned to customer objectives.
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives.
Serve as a trusted subject matter expert internally, and model best‑practice sales motions that elevate capabilities 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, prioritization 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.
Ad‑hoc duties as required by management.
Key Cultural Values
Embrace Empathy — 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 to deliver results, staying in formation by speaking the language of MEDDPICC and adding value at every turn.
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.
Minimum Experience
Strong subject‑matter expertise in AI and customer experience technology, with excellent verbal and written communication skills.
10 to 12 years of sales and/or presales experience in software, cloud, and/or AI‑related domains.
Experience with AI‑powered customer experience and conversational AI solutions.
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes.
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.
Desirable Skills
Experience in sales overlay, specialist, and/or subject‑matter expert functions.
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.
$125,300.00 – $232,700.00
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.
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. 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.
Equal Opportunity Statement 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.
#J-18808-Ljbffr