AI & Orchestration Director

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.

The AI and Experience Orchestration Director leads strategic engagements, working closely with core account teams to accelerate adoption of Genesys native AI and Experience Orchestration capabilities. This role harnesses deep expertise in AI‑powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.

• 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

• Embrace Empathy:
  Acting as strategic partners with colleagues and clients, connecting regularly through authentic conversations.
• Fly in Formation:
  Working with and through assigned AEs, managers, and other colleagues, speaking the language of MEDDPICC and adding value at every turn.
• Go Big:
  Challenging colleagues, clients, and ourselves to think boldly and deliver greater innovation and outcomes for all parties.

• 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

• Experience selling leading AI solutions for customer experience or contact centre transformation

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.

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 may contact us at reasonab You can expect a response within 24–48 hours.