AI Orchestration Director

Position: AI and Experience Orchestration Director
Location: California

locations

California, USAWashington, USASalt Lake City (Flexible)
Menlo Park (Flexible)
New Mexico, USAView All 8 Locations time type

Full time posted on Posted Yesterday job requisition idJR
111184

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.

Job Summary:

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 brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.

At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organisations to drive meaningful change. Joining Genesys means becoming part of a global team that is redefining how companies engage with our customers while fostering a collaborative and inclusive culture.

Key responsibilities include (but not limited to):

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

Key Cultural Values (how we do it):

Embrace Empathy:
As a specialist sales team, we are strategic partners to our colleagues (primarily AEs and sales managers) and to Genesys clients. Their goals are our goals, and we connect regularly through authentic conversations.

Fly in formation:
We are team players in everything we do. As specialists, we work with and through our assigned AEs, managers, and other colleagues (e.g., Customer Success and Professional Services) to deliver results. We stay in formation by speaking the language of MEDDPICC, being highly aware of and deeply involved in what’s happening in our assigned territories, and adding value at every turn with our perspective, presence, and work products.

Go big:
We are experts in AI and change agents within Genesys. Where appropriate and with empathy, we challenge colleagues, clients, and ourselves to think and act boldly to deliver greater innovation and outcomes for all parties.

Minimum experience:

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…