Senior Director, Sales Transformation

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.

Lead the Sales Transformation team, which spans three interconnected and high‑stakes areas: the AI transformation of Sales workflows and strategy, the Sales‑side leadership of Genesys's CRM transformation, and the strategy and rationalization of the full Sales technology stack.

Own and maintain AI strategy for Sales that is updated as the market moves, proactively adjusted for fast‑moving market adjustments, backed by research and evidence. Be a pioneer—seek out and review new solutions as a source of ideas and produce documented recommendations on what they mean for our strategy on an ongoing basis. Maintain always‑ready strategy documentation with the vision for each sales persona, progress against it, and current market context, which can be presented to leadership anytime.

Absorb context from senior leadership conversations and translate it into roadmap implications without needing to be walked through it. Own the business case for AI program spend, including a clear framework for how to allocate budget across platforms: what gets built in which environment, and why. Develop and maintain a KPI framework and cost‑per‑workflow model covering adoption, time savings, deal impact, and cost — with targets for each metric and ROI tracked per use case to drive roadmap prioritization and the investment case for the next phase.

Build a reporting cadence that keeps executives, IT leadership, and key stakeholders aligned on progress, risks, and decisions needed.

Act as an internal product manager for AI in Sales. Own and drive the workflow mapping process across all sales roles, maintaining documentation that describes current state, future state, and pain points. Connect 1:1, in focus groups, and via surveys with sales personas to understand pain points and opportunities for AI augmentation in workflows. Translate workflow maps and field input into feature requirements and work with IT to drive product development cycles.

Design and run structured beta programs and close the feedback loop with participants while feeding findings back into the roadmap with transparency. Conduct ongoing workflow discovery with the field so that pain points are surfaced continuously.

Serve as the primary point of contact from Sales with IT for all AI‑related work. Own the relationship, the cadence, and the communication flow. Maintain and evolve the RACI with IT as new agents and use cases are introduced; identify and resolve blockers with all stakeholders proactively.

Oversee the team serving as the Sales organization's primary voice and stakeholder in the CRM migration project. This is an IT‑owned program, and this role must ensure Sales needs are represented, prioritized, and delivered on. Understand build‑and‑test status, implications of program updates, and support members of the team owning the testing and requirements for sales. Work with Sales Enablement to verify field‑facing readiness for the go‑live window and the hyper‑care period that follows.

Be on call during go‑live to connect sellers and ops to the right support, triage issues, and keep the field operational. Work with the team to complete sign‑off for Sales work streams ahead of go‑live, ensuring data integrity, workflow accuracy, and that the field's access model reflects how the team actually works. Work with Sales Enablement to ensure AEs, SDRs, SEs, and Sales Operations are trained, supported.

Post‑launch, maintain a clear view of what the L2C system enables for Sales over time, including…