Senior Director, Sales Transformation

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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

This role will 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. Together, they require someone who can hold strategic vision and perform hands‑on execution simultaneously, navigate organizational complexity and shift priorities with skill, lead and develop teams across multiple work streams, and own outcomes in an environment that is moving fast.

Candidates who thrive here bring a track record of hands‑on execution, driving transformational change to completion, people‑first leadership, and are energized by complex organizational environments, pace, and visibility.

• 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.

• Alongside individual members of the team, 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…