Jobs at Genesys

Manage provisioning, activation, onboarding, compliance validation, troubleshooting, and operational support for global SMS and digital messaging services. Coordinate with customers, carriers, aggregators, vendors, Product, Engineering, and Support teams to resolve delivery and throughput issues. Maintain documentation, track vendor escalations, improve onboarding workflows, and ensure messaging programs meet TCPA, CTIA, carrier, and regional regulatory requirements.

Leads strategic enterprise customer partnerships, driving adoption, retention, expansion, advocacy, and measurable value realization for AI-powered customer experience solutions. Owns customer success plans, executive business reviews, risk mitigation, and account growth while coordinating Sales, Services, Renewals, and Onboarding teams. Translates technical capabilities into business value and influences customer and territory strategies through data-driven insights.

Lead enterprise AI transformation as a strategic advisor and architect: define AI strategy, design scalable Agentic AI and orchestration solutions, integrate LLMs and enterprise systems, guide customers from experimentation to production, ensure governance and responsible AI, drive KPI-based value realization and continuous optimization across large organizations.

Own strategic enterprise accounts and drive new business and expansion revenue. Build executive relationships, manage complex multi-stakeholder sales cycles, develop pipeline, forecast accurately, negotiate seven-figure deals, and align Genesys Cloud, AI, automation, and customer experience solutions with enterprise priorities.

Leads sales strategy and customer engagement for Genesys AI and Experience Orchestration solutions. Partners with account executives to create pipeline, progress opportunities, forecast, develop territory strategies, and execute sales enablement programs. Presents to senior executives, leads customer workshops, shapes AI use cases and proof-of-concept opportunities, develops proposals and pricing, and coordinates cross-functional teams. Serves as an AI subject matter expert and influences deal strategy across complex enterprise opportunities.

Designs and deploys production-ready AI solutions for strategic enterprise customers using Genesys Cloud, agentic AI, conversational AI, automation, data, and integrations. Leads discovery, architecture, prototyping, deployment, optimization, governance, and value realization. Advises executive stakeholders, connects technical decisions to business KPIs, develops reference architectures, guides responsible AI practices, and builds customer capability across complex enterprise environments.

Designs production-ready AI architectures for enterprise customer-experience use cases. Leads presales discovery, demonstrations, prototypes, pilots, integrations, and solution validation involving LLMs, RAG, agentic AI, workflows, enterprise data, and cloud ecosystems. Establishes evaluation, observability, governance, security, scalability, latency, and cost strategies while influencing CIO and CTO stakeholders. Partners with sales, Professional Services, Product Management, and Engineering, and develops reusable enablement assets to scale field AI expertise.

Lead global partner strategy and programs to drive partner-sourced revenue and scale. Design partner tiering, incentives, KPIs, and compliance; run a virtual partner support center; own partner portal and partner tech stack; align stakeholders across Sales, Marketing, Finance and Ops; use analytics and governance to measure performance; and build and develop a high-performing, globally distributed partner organization.

Leads activation and amplification of customer stories and proof through integrated, multi-channel marketing campaigns. Develops campaign models, content portfolios, and playbooks; coordinates customer content for major events; partners with digital, social, communications, field marketing, events, campaigns, sales, and customer success teams; manages cross-functional workstreams; and defines KPIs to measure reach, engagement, reuse, field utilization, and business impact.

Leads content marketing for Customer Success, Professional Services, and Orchestrators. Develops web copy, blogs, thought leadership, executive and analyst presentations, sales materials, customer stories, video scripts, and field content. Translates complex AI, technology, and services concepts into compelling narratives, supports campaigns, guides creative partners, equips sales teams, and measures content performance. This hands-on role collaborates with executives, subject matter experts, customers, campaigns, and program leaders to increase visibility, engagement, and adoption.

Lead development of full-stack CRM integrations and cloud-native services across Salesforce, ServiceNow, Zendesk, telephony providers, and AWS. Build scalable UIs, REST APIs, event-driven systems, automated tests, and infrastructure. Improve reliability, performance, monitoring, alerting, and incident response while participating in on-call operations. Influence architecture, review code, mentor engineers, troubleshoot production incidents, and apply AI-assisted development practices responsibly.

Architect production-ready AI systems for enterprise customer experience use cases, including LLMs, RAG, agentic workflows, integrations, observability, governance, and real-time personalization. Lead presales discovery, demonstrations, prototypes, pilots, and technical solution design with sales, customers, Professional Services, Product, and Engineering. Influence executive stakeholders, develop reusable enablement assets, and translate customer insights into product and go-to-market direction.

Lead design, build, and scaling of Agentic AI and industry-specific solution accelerators on Genesys Cloud. Develop reusable multi-agent workflows, RAG-based knowledge orchestration, integrations with enterprise systems, prototypes, and production-grade AI applications. Provide technical leadership, mentor engineers, collaborate with product and industry SMEs, and deliver repeatable solution blueprints to accelerate deployment and time-to-value.

Own end-to-end success for a portfolio of strategic enterprise accounts: build success plans, drive adoption, coordinate cross-functional resources, lead executive business reviews, monitor customer health, identify risks and expansion opportunities, and cultivate advocacy to maximize retention and value.