Genesys

Provide advanced L2/L3 technical support and incident resolution for hardware, software, and network issues in a fully remote environment. | 3-4 years of troubleshooting experience, strong customer service skills, proficiency with Windows OS, and ability to work independently in a remote setting. | This a Full Remote job, the offer is available from: United States, Canada, California (USA), North Carolina (USA) 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. Location: Menlo Park, CA or Durham, NC Genesys IT is currently seeking an IT Services Specialist to join our NA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level. The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across NA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies. In addition to advanced incident resolution, this position supports employee onboarding and off-boarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the maintaining of ownership for follow-up and ensuring service levels are achieved. As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the IT Services Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks. This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region. Key Responsibilities: Advanced Support (L2/L3) • Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk. • Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues. • Provide hands-on and remote support to users across the US, including delivering VIP and executive support with discretion and urgency. • Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution. • Perform installations, maintenance, and repair work on client computing hardware and software. Operational Service Delivery • Support end-user device lifecycle: deployment, operations/support, updates, and retirement. • Manage onboarding/off-boarding tasks including device preparation, account setup, and new hire orientation support. • Maintain accurate asset and software inventory within ServiceNow. • Support mobile devices (iOS, Android) including management via Intune Endpoint Management. • Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware. • Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams). • Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint. • Provide on-site support as needed, including assisting with IT equipment moves and office relocations. • Participate in after-hours or on-call rotations based on business needs. • Manage hardware order processing, invoice coding, and charge-back procedures in the financial system. Team Support & Leadership • Provide guidance and support to junior Desktop team members on ticket prioritization and handling. • Assist with onboarding and training of new team members, supporting skill development and process adherence. • Act as deputy when the team manager is unavailable. Compliance, Quality & Continuous Improvement • Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements. • Maintain up-to-date documentation for support processes, workflows, and operational procedures. • Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows. • Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting. AI & Modern Support Enablement • Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution. • Provide feedback to enhance automated knowledge content and chatbot-driven deflection. • Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams. • Review and interpret endpoint analytics dashboards to help identify emerging support trends. Cross-Functional Collaboration • Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region. • Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence. Minimum Requirements: • 3-4 years experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems. • Strong customer service focus and interpersonal skills is a must. • Experience with onboarding and training users • Excellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial. • Ability to work under own initiative with limited guidance being required in own area of knowledge. • Demonstrate aptitude for continuous learning and innovative thinking. • Able to work with peers on a global scale. • Able to work and communicate effectively with more senior IT and business staff • Proficiency with Windows OS is required. • Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.). • A+ or Microsoft certification preferred. • Experience with Mac and Linux OS is preferable. • ITIL foundation certification is desirable. • Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above. • Audio and Visual – Zoom • Experience with hardware ordering and invoicing Desirable JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now. Personal Attributes • Customer-first mindset with strong ownership of service delivery • Calm, composed, and reliable in high-pressure situations • Team-oriented with mentoring capability • Adaptable to emerging tools and technologies, including AI • Detail-driven, process-focused, and committed to operational excellence Additional Comments Travel across region may be required for in-field support, training, business meetings, and regional IT functions (<10%). #LI-AR1 Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $31.11 - $54.76 Benefits: • Medical, Dental, and Vision Insurance. • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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. This offer from "Genesys" has been enriched by Jobgether.com and got a 85% flex score.

Lead and develop a high-performing team of AI and Experience Orchestration specialists to drive sales and customer outcomes. | Over 10 years in enterprise software sales with AI solutions, and at least 5 years in people management, with proven success in complex enterprise sales environments. | 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. As Director of Enterprise Sales, AI and Experience Orchestration, you will lead a team of specialist overlay sellers responsible for driving sales of Genesys’ AI powered customer experience and orchestration capabilities across the United States. This role is focused on building, coaching, and scaling a high performing AI and Experience Orchestration specialist team that works exclusively with and through core Account Executives to influence territory strategies, accelerate deals, and drive AI-led outcomes for customers. At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact, and this role plays a critical part in advancing our Agentic AI vision. Key Responsibilities Lead, coach, and develop a team of AI and Experience Orchestration Directors operating as specialist overlay sellers Establish clear operating models that define how AI specialists work with and through core Account Executives on accounts and opportunities Drive consistent execution of AI focused sales motions that support pipeline and revenue goals Partner with subregional direct sales leadership to align AI specialist coverage, priorities, and engagement models Ensure AI specialists effectively translate customer business challenges into AI-driven use cases, measurable outcomes, and value narratives Model effective executive presence, thought leadership, and consultative selling techniques in customer and internal engagements, setting the standard for specialist sellers Support complex, strategic enterprise opportunities by engaging with senior customer stakeholders alongside Genesys sales leadership and specialist sellers Monitor AI market trends, competitive dynamics, and customer feedback to continuously evolve specialist enablement, messaging, and sales approach Collaborate cross functionally with Product, Marketing, Enablement, Customer Success, and Professional Services to bring customer insights back into the organization – both leveling up the field and continuously improving Genesys go-to-market effectiveness Qualifications Bachelor’s degree or equivalent practical experience 10+ years of experience in enterprise software sales, including AI-related solutions in the customer experience domain 5+ years of people management experience, preferably leading specialist overlay / subject matter expert teams; direct sales or pre-sales leadership also relevant Strong understanding of AI powered customer experience, conversational AI, or experience orchestration technologies Proven ability to influence outcomes through partnership with Account Executives and sales leadership without direct account or opportunity ownership Demonstrated success supporting enterprise sales teams in driving new logo acquisition and expansion growth Excellent communication, presentation, and executive engagement skills Strong collaboration skills and comfort operating in matrixed sales environments Ability to manage multiple priorities and guide teams through complex, ambiguous sales cycles Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $156,800.00 - $275,800.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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. Want to join Genesys but don’t see a role that matches your skills right now? Join our Talent Community! You’ll receive Genesys updates and job openings Sign up here. If a Genesys employee referred you, please use the link they sent you to apply. Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. 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.

Support the Education organization by transforming complex data into insights, developing dashboards, and collaborating with stakeholders. | Requires 3-5 years of experience in data analytics, proficiency in SQL, Tableau, Snowflake, and data modeling, with strong communication skills. | locations Indianapolis, IN Texas, USA Arizona, USA North Carolina, USA time type Full time posted on Posted 2 Days Ago job requisition id JR109468 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. Reports to: Manager, Education Global Data & Analytics Location: Remote within US (not limited to the states that the job is tagged to) Job Summary The Business Analyst supports the Genesys Education organization by transforming complex data into clear, actionable insights that drive operational efficiency and supports data-driven decisions making. Using Snowflake and Tableau, this role develops scalable dashboards, reports, and analyses that help stakeholders understand consumption and performance trends and helps to identify opportunities for improvement. The ideal candidate is highly analytical, fluent in SQL, and able to collaborate across teams to drive Education’s data strategy and support operational growth. Key Responsibilities: Data Analytics & Insights • Extract, transform, and analyze data from various sources, to include platforms such as Snowflake to identify performance trends, key metrics, and opportunities for improvement. • Build statistical models and data outputs to support strategic planning and operational decision-making. • Help to provide insights and recommendations to leadership based on data-driven findings Reporting & Dashboard Development • Assist in the design, development, and maintenance of Tableau dashboards that provide key performance indicators (KPIs), learner outcomes, training effectiveness, and operational metrics. • Create automated and scalable reporting solutions that simplify access to data and insights for cross-functional use. • Drive regular touchpoints with various stakeholders to continuously refine dashboards based on evolving business needs and stakeholder feedback. Collaboration & Stakeholder Engagement • Work closely with cross-functional teams to understand data needs and deliver actionable insights. • Lead data-driven discussions and support leaders in interpreting analytics to guide strategic decisions. • Translate complex analytical concepts into clear, accessible language for non-technical audiences. Strategy & Process Improvement • Ability to assist in the development of a long-term analytics strategy for the Education organization. • Ability to identify opportunities to improve on data governance, reporting processes, and analytical frameworks. • Support projects focused on enhancing operational efficiency and program performance with the use of data outputs and metrics. Skills & Requirements • BA/BS in Business or related field or MBA • 3-5 years of related operations and job experience • Strong skillset in SQL, data modeling, Tableau, Snowflake and analytics tools; familiarity with data w arehouse concepts and Snowflake architecture. • Proficiency in Excel; experience with complex formulas and data presentation • Working knowledge of data modeling , ETL concepts, and analytics best practices • Ability to clearly communicate insights, both verbally and visually, to stakeholders at all levels • Comfortable working across teams, building strong relationships, and influencing decisions through data • Ability to quickly understand complex software and concepts • A drive to learn and master new technologies and techniques. • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands • Ability to take initiative and be proactive • Ability to work independently and be resourceful #LI-Remote Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $80,200.00 - $149,000.00 Benefits: • Medical, Dental, and Vision Insurance. • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com . Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.

Developing and maintaining search capabilities and distributed systems at scale. | Strong Java and Spring experience, expertise in Elasticsearch, AWS, Kafka, and designing scalable search solutions. | 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. The Search team is responsible for providing best practices, infrastructure and search capabilities for the platform. As a Software Architect you will collaborate with software engineers, product managers, and other teams to develop, maintain, and deliver new search capabilities. Search at large scale, requires specialized systems and design to handle high volumes efficiently. This includes maintaining services that handle millions of events per minute which are searchable in realtime, managing big data pipelines that process terrabytes of data nightly and support public APIs that provide full text search across many business functions. Key Responsibilities • Develop and deploy software to improve platform features, reliability, and performance • Collaborate across engineering to advocate for best search practices. • Actively participate in team code reviews • Troubleshoot and resolve production issues in real-time as necessary. What We’re Looking for • Strong Java engineering background and experience with Spring • Expertise in distributed systems and microservices architecture • Knowledge of AWS services • Knowledge of event based architecture • Expertise in Elasticsearch (or equivalent), query and indexing optimization • Expertise in designing large scalable search solutions from requirements to delivery Technologies We Use: • Java for development • Elasticsearch • AWS for cloud infrastructure (EC2, S3, Lambda) • Kafka for event driven system • CI/CD for automation, testing, and scaling If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.

Lead AI positioning and messaging strategy, drive cross-functional alignment, execute go-to-market plans, and build a high-performing product marketing team focused on AI and workforce engagement. | 12+ years of leadership in technology and marketing, strong AI technical understanding, proven ability to deliver complex initiatives, excellent communication and collaboration skills. | Join to apply for theProduct Marketing Director, AI & WEMrole atGenesys 14 hours ago Be among the first 25 applicants Join to apply for theProduct Marketing Director, AI & WEMrole atGenesys 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.Summary:This is an exciting opportunity to lead at the heart of AI innovation across Genesys Cloud. As theDirector of AI and Workforce Engagement Management , youll shape how AI is embedded into everything we do across customer and employee experience driving smarter, more connected, and more impactful outcomes.Youll use your AI expertise to bridge the gap between advanced technology and everyday value, turning complex capabilities into solutions that make work easier, decisions sharper, and experiences better. Success in this role requires strong product marketing expertise and leadership skills you will lead a team of Product Marketing professionals to crafting positioning, messaging, and go-to-market strategies that resonate with customers, inspire adoption, and enable sales success.Creativity will be key. Youll bring fresh ideas and innovative thinking to differentiate our AI story in the market. Youll unite product, marketing, and sales teams along with operations and technology to align strategy, drive execution, and amplify our impact, building trust, momentum, and measurable business results.Youll also thrive in a fast-paced tech environment where priorities shift and new opportunities emerge quickly. You wont be rattled by change instead, youll embrace it, pivot when needed, and keep teams focused and motivated as we move fast to stay ahead.If youre passionate about AI, energized by creativity, and skilled at turning bold ideas into market success, this role puts you at the forefront of innovation guiding how AI powers the next chapter of Genesys Cloud.Key Responsibilities:Lead the strategic vision and execution for AI positioning and messaging across the Genesys Cloud platform including, but not limited to, Workforce Engagement Management (WEM) ensuring it delivers measurable impact for customers, employees, and the business. Shape and articulate the value of AI in Genesys Cloud, translating technical capabilities into clear, compelling narratives that resonate with diverse audiences and drive engagement. Executive Engagement: Build trusted relationships with executive stakeholders, driving alignment on priorities and ensuring AI and WEM strategies are fully integrated with Genesys broader business objectives. Partner closely with cross-functional teams including product, engineering, marketing, sales, and customer success to ensure consistent AI storytelling, alignment in execution, and shared success metrics. Champion AI-enabled innovation across all Genesys Cloud capabilities, highlighting how AI enhances productivity, decision-making, and customer experience. Develop and execute go-to-market strategies and internal enablement programs for AI-driven solutions, including communications, training, and resources that inspire adoption and advocacy. Represent Genesys in the market as a thought leader in AI, engaging with customers, partners, and industry forums to showcase our vision and leadership. Team Leadership & Talent Development: Build, lead, and inspire a high-performing team that blends technical, creative, and strategic skills. Identify and nurture top talent, creating an environment that fosters growth, innovation, and collaboration. Measure and refine impact, using data and feedback to optimize positioning, messaging, and execution to maintain leadership in AI innovation.Minimum Requirements:1012+ years of relevant experience, including leadership roles that combine technology, marketing, and people engagement. Proven track record of delivering complex, multi-stakeholder initiatives from strategy to execution in AI, digital transformation, or workforce innovation. Strong technical understanding of AI concepts, tools, and trends, paired with the ability to communicate them in accessible, inspiring ways. Exceptional leadership and interpersonal skills, with a reputation for integrity, collaboration, and building trust. Demonstrated creative thinking and problem-solving abilities, especially in ambiguous, fast-changing environments. Experience driving cross-functional alignment and influencing at the senior leadership level. Skilled in storytelling, data-driven decision making, and outcome-based planning. Highly desirable: Deep experience with AI technologies and solutions, ideally gained in fast-paced technology environments, with a track record of bringing innovation to market.Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.$150,300.00 - $279,100.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.Reasonable Accommodations: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 or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 2448 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.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.Seniority levelSeniority levelDirector Employment typeEmployment typeFull-time Job functionJob functionMarketing and Information Technology IndustriesIT Services and IT Consulting and Software Development Referrals increase your chances of interviewing at Genesys by 2x Sign in to set job alerts for Director of Product Marketing roles.Georgia, United States $175,000.00-$185,000.00 1 week ago Director of Brand Marketing (Restaurants)Sandy Springs, GA $140,000.00-$170,000.00 2 days ago Atlanta, GA $160,000.00-$186,000.00 2 days ago Atlanta, GA $160,000.00-$240,000.00 3 weeks ago Senior Director of Product, Partner & Enablement MarketingAtlanta, GA $90,000.00-$100,000.00 1 week ago Senior Director, Global Marketing AutomationSenior Director of Product, Partner & Enablement MarketingDirector, Global Marketing Communications & Experience IntelligenceAtlanta, GA $160,000.00-$186,000.00 1 day ago Atlanta, GA $173,500.00-$231,500.00 4 months ago Director of Digital Marketing, Flooring ProductsAtlanta, GA $84,480.00-$112,640.00 4 weeks ago Atlanta, GA $148,000.00-$237,000.00 1 week ago Georgia, United States $204,900.00-$345,700.00 1 week ago Atlanta, GA $90,000.00-$130,000.00 1 month ago Associate Director / Director - Product MarketingAtlanta, GA $115,000.00-$200,000.00 2 days ago Director of Marketing Strategy & Customer Engagement (59375)Director of Digital Marketing, Flooring ProductsWere unlocking community knowledge in a new way. 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Lead enterprise PMO and serve as Chief of Staff to CIO, driving strategic program execution, portfolio governance, and executive alignment. | 15+ years in IT or enterprise PMO leadership with 10+ years people leadership, deep agile and portfolio management expertise, executive presence, and experience with delivery tools. | 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. Title: Vice President, Enterprise PMO & Chief of Staff to the CIO Genesys is seeking a dynamic leader to head our Enterprise Program Management Office (PMO) while serving as Chief of Staff to the CIO. This dual-role executive will drive enterprise-wide strategic program execution, enabling Genesys to accelerate our transformation as we lead the Experience as a Service category. In this highly visible role, you will oversee enterprise portfolio governance, facilitate cross-functional alignment, and act as a strategic advisor to the CIO, helping translate executive priorities into actionable programs. You’ll lead a high-performing PMO team, drive operational excellence, and orchestrate the rhythm of the IT leadership team to ensure our initiatives deliver business impact. Key Responsibilities Enterprise PMO Leadership: • Collaborate with executive leadership to translate enterprise strategy into actionable portfolios, strategic themes, and delivery roadmaps • Establish and evolve enterprise-wide portfolio governance, ensuring transparency, accountability, and alignment to strategic priorities • Develop and implement a lean intake process to prioritize work, allocate resources, and provide clear visibility into portfolio performance • Oversee program delivery across IT and business units, supporting consistent methodologies, templates, and performance standards • Deliver timely and insightful portfolio analytics to inform investment decisions and capacity planning • Promote a culture of accountability and continuous improvement through metrics, retrospectives, and feedback loops Strategic Program Execution: • Dive deep into delivery teams to identify risks, resolve issues, and drive execution against cross-functional roadmaps • Institutionalize agile practices and lean governance to improve predictability and responsiveness • Facilitate cross-functional negotiations and trade-offs to ensure alignment around sequencing and delivery timelines • Build and evolve an IT M&A playbook, leading diligence, planning, integration, and synergy realization activities Chief of Staff to the CIO: • Operate as a strategic advisor and thought partner to the CIO on organizational priorities and executive initiatives • Manage the CIO’s operational cadence, including meeting agendas, planning cycles, and leadership offsites • Drive executive communications, briefings, and stakeholder engagement on behalf of the CIO • Coordinate cross-functional alignment on initiatives driven or sponsored by the CIO • Lead special projects on behalf of the CIO, ensuring timely execution and measurable outcomes Required Qualifications • Minimum 15 years of progressive leadership experience in IT, strategy, or enterprise PMO roles, including 10+ years in people leadership. • Bachelor’s or advanced degree • Proven success leading enterprise PMO functions or large-scale transformation programs • Exceptional executive presence and communication skills with a strong ability to influence senior stakeholders • Deep knowledge of agile, waterfall, and hybrid delivery frameworks, and tools (e.g., Jira, GitHub, MS Project) • Strong capability in managing complex interdependencies and align diverse stakeholders around common goals • Experience in a consulting firm or high-growth enterprise preferred • High degree of initiative, with the ability to bring structure and clarity to ambiguous situations • Advanced analytical, critical thinking, and problem-solving skills Preferred Qualifications • Master’s degree in business administration, Technology Management, or a related field • Prior experience working directly with CIOs or in Chief of Staff roles • Change management certification (e.g., PROSCI) • Experience with enterprise portfolio management tools (e.g., Planview, Clarity) #LI-Remote #LI-AR1 Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $202,000.00 - $375,200.00 Benefits: • Medical, Dental, and Vision Insurance. • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments More details about our company benefits can be found at the following link: https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com. Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.

Lead and coach a team of Customer Success Managers to grow and retain customers, manage renewals and upsells, and collaborate cross-functionally to ensure customer success. | 8+ years in relationship management, 5+ years managing SaaS CSM teams of 10+, experience with ARR 100mm+, strong leadership, communication, and familiarity with CX technology. | locations Texas, USA Missouri, USA Illinois, USA time type Full time posted on Posted Yesterday job requisition id JR108199 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 Title: Senior Director, Customer Success Department & Team: Customer Success & Services - CSM North America Summary: The goal of this Senior Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Your goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities. Key Responsibilities: The Senior Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes. The Senior Director works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success. In this role, the primary responsibilities will include (but are not limited to): • Lead your team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary • Lead your team in identifying and managing client renewal and retention opportunities for additional revenue and growth through upselling and cross-selling • Coach your team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs in order to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success) • Support your team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices • Conduct a regular talent review cadence with your team to ensure ongoing development and progress toward agreed-upon career goals and objectives • Enable your team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc • Coach your team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers • Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey. Minimum Requirements: • 5+ years’ experience in a SaaS CSM people management role, managing teams of 10+ • 8+ years' experience in relationship development and management working with executives and decision makers in complex customer environments • Experience leading Customer Success teams with ARR of 100mm+ • Substantial experience working as a Customer Success Manager in a fast growing SaaS company • Bachelor’s or advanced degree in technology- or business-related field • Familiarity with CX (industry and technology) to lead a consultative approach • Fostering an environment of teamwork and collaboration • Ability to thrive in a dynamic environment • Excellent interpersonal, presentation skills – both written and verbal • Ability to consistently maintain a positive and resilient attitude • Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner • Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey • Proficient with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms • Travel >30% #LI-CP1 #LI-Remote Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $165,600.00 - $307,600.00 Benefits: • Medical, Dental, and Vision Insurance. • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments More details about our company benefits can be found at the following link: https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com . Reasonable Accommodations: 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 or someone you know may contact us at reasonable.accommodations@genesys.com . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.