Genesys

Manage strategic executive relationships and lead multi-year CX roadmaps to drive enterprise transformation and increase retention. | 8+ years in enterprise customer success or consulting in SaaS with proven account management and a bachelor's degree. | 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. Role Overview: Drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine. This role influences how leading brands design, orchestrate, and scale AI-powered customer journeys using Genesys Cloud. You will own strategic relationships with senior executives, aligning technology adoption with business outcomes such as revenue growth, cost efficiency, and customer loyalty. At Genesys, you help organizations deliver more human, empathetic experiences at scale while shaping the future of AI-driven engagement. This position offers direct exposure to enterprise strategy, platform innovation, and executive decision-making, creating a clear path for expanded leadership impact. Key Responsibilities: Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomes Lead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metrics Deliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendations Influence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiences Drive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomes Orchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growth Establish and execute strategic account plans that increase retention, expansion, and long-term customer value Measure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growth Represent the customer voice internally to shape product innovation and go-to-market strategy Required Qualifications: 8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environments Demonstrated success managing complex enterprise accounts with annual contract values exceeding $1M Proven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytelling Strong background in customer experience transformation, digital channels, AI, and automation technologies Experience developing business cases, value frameworks, and financial impact analyses Commercial acumen with the ability to connect technology investments to measurable business outcomes Experience working with CRM and customer success platforms such as Salesforce and Gainsight Bachelor’s degree in Business, Technology, or a related field Preferred Qualifications: MBA or background in top-tier consulting environments Experience advising on AI-driven customer experience solutions at enterprise scale Strong executive presence with advanced presentation and facilitation skills 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. $104,000.00 - $183,000.00 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. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities. Sign up here. If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

Drive execution of strategic Customer Success initiatives and develop executive-level presentations for senior leadership. | 8+ years in business operations, strategy, consulting, or program management with strong analytical and presentation skills. | 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. Senior Manager, Customer Success Strategy & Initiatives About the Role The Senior Manager, Customer Success Strategy & Initiatives plays a critical role in driving the execution of high-impact initiatives that advance Customer Success priorities and business outcomes. This role partners closely with Customer Success leadership to translate strategic direction into actionable plans, insights, and deliverables. This is an ideal opportunity for a highly analytical and execution-oriented professional who thrives in ambiguous environments, enjoys working cross-functionally, and excels at turning ideas into measurable outcomes. The role combines strategic thinking, operational execution, and executive-level communication, with significant exposure to senior leadership. Key Responsibilities Strategy Execution & Initiative Management: • Drive the execution of key Customer Success strategic initiatives from concept through delivery • Translate high-level strategic priorities into structured plans, milestones, and actionable workstreams • Track progress, risks, dependencies, and outcomes across multiple concurrent initiatives • Ensure alignment and momentum across cross-functional stakeholders Research, Insights & Business Analysis: • Conduct deep-dive analysis to support strategic decision-making and initiative development • Synthesize complex and sometimes ambiguous data into clear insights and recommendations • Partner with cross-functional teams (e.g., BizOps, Finance, Product) to gather and interpret data • Support development of business cases, performance tracking, and success metrics Executive Communications & Content Development: • Develop executive-ready presentations, narratives, and briefing materials • Translate insights and strategy into clear, compelling storytelling for leadership audiences • Support preparation for executive reviews, customer events, and key strategic forums • Contribute to thought leadership and strategic messaging Cross-Functional Collaboration: • Partner across Customer Success, Product, Marketing, Finance, and Operations teams • Facilitate alignment across stakeholders with differing priorities and objectives • Support key cross-functional forums and ensure follow-through on actions Operational Excellence & Continuous Improvement: • Enhance processes, tools, and frameworks that support initiative execution and visibility • Identify opportunities to improve efficiency, clarity, and consistency across workstreams • Drive a structured and disciplined approach to managing strategic initiatives Required Qualifications: • 8+ years of experience in business operations, strategy, consulting, program management, or a related field • Strong analytical and problem-solving skills, with the ability to work with complex or imperfect data • Exceptional written and verbal communication skills, including executive-level storytelling • Advanced proficiency in PowerPoint and Excel • Ability to manage multiple priorities in a fast-paced, ambiguous environment • Strong stakeholder management and cross-functional collaboration skills Preferred Qualifications: • Experience in SaaS, technology, or Customer Success environments • Background in consulting, strategy, or business operations • Exposure to strategic initiatives, transformation programs, or executive-level projects • Experience developing executive presentations and business narratives • Familiarity with data tools, analytics platforms, or emerging AI-driven insights tools Professional Competencies: • Highly curious with strong intellectual agility • Comfortable navigating ambiguity and evolving priorities • Detail-oriented with strong follow-through and ownership mindset • Collaborative team player with a proactive approach • Strong business acumen and ability to connect insights to outcomes 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. $132,300.00 - $232,700.00 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. Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities. Sign up here. If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

Lead enterprise technology investment portfolio management aligning investments with strategic business objectives. | Requires 10+ years in program/project/portfolio management with leadership experience and strong executive communication skills. | 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. Role Overview: The IT Enterprise PMO plays a critical role in shaping how technology investments are prioritized, governed, and delivered across the organization. As Director, Technology Portfolio Management, you will lead the enterprise portfolio management framework, ensuring technology investments align to strategic priorities, deliver measurable business value, and support long-term growth. At Genesys, we're transforming the customer experience landscape with empathy, AI innovation, and global impact. This role serves as a strategic advisor to technology and business leaders, providing visibility into investment performance, portfolio health, resource capacity, risks, and value realization. You will influence enterprise planning, investment decisions, and governance processes that enable effective prioritization and decision-making across a complex global technology environment. Beyond governance, you will help modernize how portfolio management operates by leveraging AI-enabled insights, advanced planning capabilities, and continuous improvement practices. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers while offering meaningful opportunities for leadership growth and enterprise-wide impact. Key Responsibilities: • Lead the enterprise technology investment portfolio, driving prioritization, governance, and resource allocation decisions that align technology investments with strategic business objectives and long-term enterprise outcomes • Oversee demand intake, project evaluation, prioritization, and portfolio governance processes • Lead executive portfolio governance forums, delivering strategic insights, investment recommendations, and predictive analysis that inform enterprise decision-making • Establish enterprise-wide value realization frameworks and investment performance metrics, ensuring technology investments deliver measurable business outcomes and strategic returns • Influence enterprise planning, investment governance, and portfolio prioritization decisions by providing actionable insights, recommendations, and scenario-based analysis to executive stakeholders • Partner with senior business and technology leaders to manage cross-functional dependencies, risks, and resource allocation • Establish and maintain portfolio management frameworks, methodologies, and governance standards • Lead implementation and adoption of portfolio management platforms, ensuring data quality and reporting accuracy • Provide leadership, direction, and operational support across the IT Enterprise PMO to strengthen delivery excellence and organizational effectiveness • Partner closely with the IT EPMO Program and Project Delivery team to ensure alignment between portfolio strategy, governance, prioritization, and successful execution of approved initiatives • Support planning, agenda development, analysis, and content preparation for quarterly CIO Operations reviews and executive portfolio discussions • Drive continuous process improvement initiatives across portfolio management, governance, reporting, and delivery practices • Develop and mentor a high-performing portfolio management team while fostering a culture of accountability and continuous improvement • Drive the adoption of AI-enabled tools and workflow orchestration capabilities to improve decision-making, operational efficiency, and portfolio visibility Required Qualifications: • 10+ years of experience in program, project, or portfolio management, including at least 7 years in leadership roles • Demonstrated experience leading enterprise portfolio management, strategic planning, or PMO functions within large-scale global organizations • Experience managing enterprise-scale technology portfolios across multiple business functions • Experience managing complex technology investment portfolios and balancing competing strategic priorities • Deep expertise in portfolio management, project governance, and PMO best practices • Proven ability to influence executive decision-making and drive alignment among VP, SVP, and executive stakeholders without direct authority • Experience advising executive leadership teams on technology investment decisions, portfolio trade-offs, prioritization, and value realization strategies • Demonstrated success leading high-performing teams through organizational complexity and change • Demonstrated success building governance models, operating mechanisms, and performance frameworks that improve organizational effectiveness • Strong executive communication, presentation, and stakeholder management skills • Experience leveraging data, metrics, and reporting to drive strategic decision-making • Demonstrated process improvement expertise, including identifying opportunities, implementing scalable solutions, and driving operational excellence • Bachelor's degree in Business, Information Technology, Engineering, or a related field Preferred Qualifications: • MBA or other advanced business degree • Project Management certification such as PMP or PRINCE2 • Experience supporting technology strategy, annual planning, and investment governance processes at the executive level • Experience partnering with CIO, CTO, CFO, and business leadership teams on enterprise prioritization and investment decisions • Experience with cloud technologies, digital transformation programs, and Agile delivery methodologies • Experience implementing AI-enabled workflow orchestration, portfolio management platforms, advanced reporting solutions, or AI-driven portfolio analytics at scale • Experience supporting mergers, acquisitions, organizational transformation, or large-scale enterprise change initiatives • Experience partnering with Go-to-Market, Finance, and other Corporate Functions, supporting cross-functional initiatives spanning product, sales, marketing, customer success, finance, people operations, legal, and business operations 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. $152,300.00 - $267,700.00 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. Working at Genesys • AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. • A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. • Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support. • Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. • Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: • Our Talent Acquisition team reviews your application with the hiring team. • A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. • Next, you'll meet the hiring manager and other members of the interview team. • We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. • After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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 ;br> 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 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.

Design and enable AI solutions with partners to drive customer experience and business outcomes. | Requires deep AI technical expertise, partner ecosystem scaling, and executive communication skills. | 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 Genesys Partner AI Architect is a is a senior presales AI specialist who operates across four core motions: • Driving strategic Genesys Cloud CX and Genesys AI opportunities with Genesys Strategic Technology Partners, Global Systems Integrators (GSI), and Genesys sales teams showcasing the Genesys differentiated Genesys AI experience. • Scaling the Genesys partner ecosystem through creation of reusable assets, reference architectures, Pre-Sales technical enablement for Genesys partner’s Pre-Sales teams, and coaching. This role is pivotal in building assets that leverage the strengths of both Genesys and Genesys partners, allowing them to demonstrate the value of their solutions in combination with Genesys Cloud CX and Genesys AI capabilities. • Ensuring that partners understand the Genesys AI business and technical value proposition and are able to independently generate pipeline, articulating value, and delivering AI led outcomes. This is anchored in structured Pre-Sales enablement, repeatable frameworks, and targeted engagement models. • Shaping product and go-to-market direction through real-world partner and customer feedback This role requires a blend of deep AI technical acumen, exceptional sales & communication skills, and the ability to translate complex capabilities into clear, actionable business value. Key Responsibilities: • Design end-to-end AI systems for customer experience use cases. Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows, tools, and orchestration layers. Define how AI interacts across the full journey (self-service, agent copilot, journey management, and back-office automation), including fallback strategies, human handoff, and failure handling. • Optimize retrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required. Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data. Develop approaches for content structuring, chunking, embedding, and ranking to ensure accuracy, relevance, and freshness. Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance requirements. • Establish AI evaluation frameworks and quality measurement strategies - Define how success is measured for AI-driven experiences, including accuracy, containment, customer satisfaction, and business impact. Create test sets, evaluation methodologies, and feedback loops to continuously improve performance. Translate technical quality metrics into business-relevant outcomes to support customer decision-making and adoption. • Engineer contextual AI experiences that leverage real-time data and conversation state - Design how AI systems incorporate dynamic context such as customer data, interaction history, and external signals. Optimize context management and prompt structure to maximize relevance while managing token limits and response quality. Ensure AI interactions remain coherent, personalized, and aligned across channels and touchpoints. • Design for scalability, latency, and cost efficiency in enterprise environments - Evaluate and optimize AI solutions for real-world constraints, including response time (especially for voice), throughput, and cost at scale. Make informed tradeoffs across model selection, caching strategies, and architecture patterns to deliver performant and economically viable solutions. Ensure designs meet enterprise expectations for reliability and responsiveness. • Support Partner Development Lab Co-created Configurations: Work with Genesys Strategic Technology partners and GSI partners to build, refine, and optimize their Genesys Cloud development lab environments with a focus on AI. These labs will serve as the foundation for joint innovation, ensuring that both Genesys and partner teams can continuously iterate on solutions and use cases. This includes leading and facilitating remote and in person workshops educating and empowering Partners on the Genesys unique value proposition, roadmaps to help generate pipeline, help them to be more self-sufficient and drive Genesys Cloud and AI adoption. • Technical Escalation: Serve as a technical escalation point for difficult or complex integration issues that arise during partner Pre-Sales cycles. Provide advanced troubleshooting and solution development to resolve roadblocks effectively. • Mentor Genesys Partner’s Solution Consultant teams and act as a technical escalation point for complex technical issues. • Technical Field Readiness Assistance: Work with GSI and Genesys Strategic Technology partners, Genesys Product Management, Genesys Product Marketing, and Genesys Enablement teams to assist with technical field readiness. This may involve building assets, shared demo environments, videos, and assisting with RFx’s. • Support Strategic Pre-Sales Engagements: Co-sell with partners and Genesys Account Teams (when requested) in high impact opportunities by leading technical discovery, solution design, demonstrations, workshops, and value articulation. • Establish best practice frameworks: Create and maintain structured knowledge-sharing model across partners and internal teams including demos, success stories, and reusable assets. • Leverage expert-level knowledge of Genesys AI capabilities — including predictive AI and Agentic Virtual Agents —to articulate and demonstrate product value to customers and prospects. • Design and deploy AI prototypes in sandbox and/or partner and customer development environments to validate use cases, integrations, latency, and success criteria, and to highlight the differentiated value of Genesys AI. • Support partners, Genesys account teams, and professional services to transition successful prototypes into production pilots supporting technical handoff, hardening, KPI alignment, and business outcome validation through hands-on configuration and building of the production pilots. • Build integrations to third-party systems via RESTful APIs and emerging interoperability patterns such as MCP and A2A showcasing the art of the possible with Genesys Cloud AI solutions. • Develop reusable technical assets and enable Solution Consultants, partners, and account teams through workshops, deep-dive demonstrations, coaching, and scalable technical content. • Provide technical feedback and strategic insights to Product Management and Engineering on AI product design, implementation considerations, and customer-driven enhancements. • Support partners in influencing CIO/CTO-level stakeholders and position Genesys as integral to an organization’s broader IT and transformation strategy. Requirements: • AI Architecture & Technical Judgment: Hands-on experience designing modern AI solutions for customer experience orchestration and contact center use cases using the right mix of classic ML, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, prompt engineering best practices, tool use and agentic approaches. Ability to make and defend architecture tradeoffs across latency, cost, explainability, governance, multilingual requirements, and business risk. • Enterprise Integration & Real-Time Design: Expertise integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and broader cloud ecosystems. Able to design for real-world constraints including voice latency, fallback paths, throughput, reliability, and secure data access. • Evaluation, Governance & Observability: Ability to define AI evaluation strategies, success metrics, and monitoring approaches across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control. • Executive Communication & Hands-On Partner Pre-Sales Enablement: Strong ability to translate complex AI architectures into clear business value for technical and executive stakeholders, while also creating reusable assets, workshops, and enablement content that scale field capability across partner organizations. • Prompt Design & AI Workflow Optimization: Practical experience designing prompts, context strategies, and orchestration flows as part of a broader system architecture, rather than as a standalone discipline. • Technical Demonstration Prowess: Proven ability to create, deliver, and adapt compelling technical demonstrations and presentations that clearly articulate AI integration points and business impact. • Sales Acumen: Demonstrated success partnering with sales teams to understand customer challenges and provide AI-focused technical solutioning. • Business Value Orientation: Ability to identify opportunities for process optimization and recommend AI-driven solutions that enhance customer outcomes and operational efficiency. • Executive Presence: Proven ability to influence CIO/CTO decision-makers. • Strong understanding of the Genesys Cloud platform and Genesys AI preferred. • Hands on experience working with AWS, Salesforce, ServiceNow, Meta, and/or Guidewire. • Prior experience working with GSI’s is preferred. 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. $134,900.00 - $237,300.00 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.

Design and govern the enterprise ServiceNow platform architecture to meet complex business needs. | Requires 5+ years hands-on ServiceNow experience, relevant certifications, and leadership in multi-stream platform projects. | 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 is a Solution Architect role responsible for designing, governing, and evolving the enterprise ServiceNow platform to meet complex business needs across multiple functions. As the ServiceNow Solution Architect, you will define the platform vision, translate business requirements into scalable solutions, guide technical implementation, and ensure that integrations and capabilities are delivered in a secure, performant, and sustainable way. You will lead multiple work streams simultaneously, mentor leaders and teams, and act as the primary authority on ServiceNow architecture and best practices. Location: Full Remote within US Key Responsibilities: • Own and evolve the end-to-end ServiceNow platform architecture, including data model, integrations, security, performance, and governance. • Partner with business and IT stakeholders to understand strategic goals, define roadmaps, and translate requirements into ServiceNow solutions that deliver measurable value. • Lead the design of solutions across multiple ServiceNow products and modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, CMDB, Workflow/Flow Designer), ensuring a unified and scalable architecture. • Architect and oversee integrations between ServiceNow and external systems using IntegrationHub, REST APIs, web services, event streams, and other integration patterns. • Provide technical leadership across multiple concurrent work streams, ensuring alignment to architecture standards, reuse of shared capabilities, and consistent design patterns. • Guide platform engineering, development, and admin teams on solution design, configuration vs. customization, coding standards, and use of out-of-the-box capabilities. • Establish and maintain architectural principles, reference architectures, and design guardrails to protect platform integrity and manage technical debt. • Review and approve solution designs, stories, and implementation approaches for major initiatives, ensuring they align with platform strategy and non-functional requirements. • Drive performance, reliability, and scalability improvements through thoughtful design of data structures, integrations, automations, and operational processes. • Collaborate with security, compliance, and infrastructure teams to ensure solutions meet security, privacy, and regulatory requirements. • Provide leadership and coaching to managers and technical leads across multiple teams, building a high-performing, collaborative ServiceNow delivery organization. • Contribute to and champion SDLC, CI/CD, testing, and release processes for ServiceNow, promoting automation, quality, and repeatability. • Stay current on the ServiceNow product roadmap, new features, and industry best practices, and proactively recommend enhancements to maximize platform value. • Communicate complex technical concepts in clear, business-friendly language to senior leaders and non-technical stakeholders. Minimum Requirements: • 5+ years of hands-on experience with the ServiceNow platform, including solution design and implementation across multiple modules. • Deep understanding of ServiceNow architecture, including data model, CMDB, ACLs and security model, integration patterns, performance considerations, and platform governance. • ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) required, plus one or more advanced Implementation Specialist certifications or ITIL Foundation certification preferred. • Proven track record leading multiple concurrent ServiceNow or enterprise platform work streams from concept through delivery. • Demonstrated experience designing and implementing integrations between ServiceNow and external systems using REST APIs, web services, IntegrationHub, message queues, or equivalent technologies. • Strong understanding of ITIL processes and how they are operationalized within ServiceNow (Incident, Request, Problem, Change, CMDB, Knowledge, etc.). • Experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines. • Excellent analytical and problem-solving skills, with the ability to navigate ambiguity and design solutions for complex, cross-functional problems. • Exceptional communication, facilitation, and stakeholder management skills, with experience presenting to senior leadership. • Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience. Preferred Qualifications: • ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) • Experience leading large-scale ServiceNow transformations or multi-year platform roadmaps in a global or enterprise environment. • Background designing or governing platform standards, guardrails, and reference architectures for ServiceNow. • Familiarity with modern integration and automation tools and patterns (e.g., IntegrationHub, ETL tools, iPaaS, event-driven architectures). • Exposure to AIOps, observability, or analytics solutions that integrate with ServiceNow for proactive operations and incident reduction. • Experience working in agile delivery environments, collaborating closely with product owners, scrum teams, and cross-functional stakeholders. Core Competencies: • Strategic and systems thinking, with the ability to see the “big picture” while guiding detailed solution design. • Strong customer and business orientation, with a focus on outcomes and measurable value. • Ability to balance innovation with standardization, managing technical debt and long-term maintainability. • High level of ownership, accountability, and bias for action in a complex, fast-moving environment. 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. $128,100.00 - $237,900.00 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.

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. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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.