Principal, AI Strategy & Analytics

Principal, AI Strategy & Analytics

Be the one building AI-powered experiences where they matter most.

At Genesys, we help 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.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

The Principal, AI Strategy & Analytics is a senior strategic advisory role responsible for helping customers and internal teams identify where AI can create measurable business value, how that value should be quantified, and how outcomes should be validated over time.

This role combines executive-level consulting, customer experience strategy, quantitative analysis, value realization, and AI transformation expertise. The Principal will help shape outcome-led AI engagements by translating business goals into measurable opportunity areas, KPI frameworks, value models, and prioritized recommendations.

This individual will work across business, operational, analytical, and technical domains while partnering closely with Professional Services, Customer Experience Advisory, Technical Account Managers, Customer Success leadership, and other internal teams. The role is focused on strategy, measurement, and decision support — not product management, sales ownership, or implementation delivery.

The ideal candidate is a strong executive communicator and analytical problem solver who can bring structure to ambiguous customer situations, use data to clarify opportunity areas, and help teams define what success should look like before, during, and after AI adoption.

• Engage with executive stakeholders and internal teams to align AI initiatives with measurable business objectives.
• Lead strategic advisory engagements focused on AI adoption, value realization, customer experience transformation, operational improvement, and outcome definition.
• Facilitate executive workshops, AI strategy sessions, value realization discussions, and outcome-focused planning activities.
• Translate customer business goals, operational constraints, and experience challenges into practical AI opportunity roadmaps.
• Help customers and internal teams prioritize AI use cases based on value potential, feasibility, readiness, data availability, and measurable impact.
• Develop clear narratives that connect AI capabilities to business outcomes, operational performance, customer experience improvement, and long-term value realization.

• Bachelor's degree in Business, Economics, Mathematics, Statistics, Data Science, Computer Science, Engineering, Operations Research, or a related field.
• 10+ years of experience in consulting, analytics, AI strategy, customer experience transformation, digital transformation, value realization, management consulting, or a related field.
• Demonstrated experience leading executive-level strategic engagements or advisory conversations.
• Strong quantitative and analytical background with experience applying data to business decision-making.
• Experience developing KPI frameworks, ROI models, value realization strategies, business cases, performance measurement programs, or benchmarking methodologies.
• Strong understanding of AI, automation, customer experience, analytics, digital engagement, and transformation concepts.
• Ability to analyze imperfect or incomplete data and turn it into practical, defensible recommendations.
• Exceptional executive communication, facilitation, storytelling, and presentation skills.
• Ability to translate complex technical, analytical, and operational concepts into business-focused recommendations.
• Proven ability to influence senior stakeholders and drive alignment across multiple teams or functions.

• Advanced degree such as MBA, MS Analytics, Data Science, Economics, Engineering, Statistics, Operations Research, or related field.
• Experience with consulting, advisory,…