Genesys

Lead global workplace design, construction, and infrastructure projects while overseeing facilities operations, sustainability, budgets, vendors, and cross-functional stakeholders. | Requires a bachelor's degree and 10+ years in facilities, design, or construction management, plus commercial building systems, project controls, and sustainability expertise. | 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. Department & Team: Facilities & Real Estate Reports to: Director, Global Workplace Location: New York, NY preferred; Virtual US / East Coast Time Zone Role Overview The Technical Facilities and Project Manager is a key member of the Global Facilities and Real Estate team responsible for delivering and continuously improving Genesys workplaces globally. The role combines project leadership with technical facilities expertise to ensure offices are well designed, efficiently operated, sustainable, secure, and aligned with consistent standards. It leads complex design, construction, renovation, and infrastructure initiatives while developing scalable solutions across building systems, energy and sustainability, physical security, occupancy, and facilities operations. Supporting a portfolio of more than 40 locations, this role translates global workplace strategy into repeatable, sound solutions while adapting to local requirements. Reporting to the Director, Global Workplace, the position partners with regional facilities teams, business leaders, architects, engineers, contractors, consultants, landlords, vendors, sustainability and security teams, and other senior stakeholders. This role provides meaningful visibility across global workplace initiatives and the opportunity to influence how Genesys facilities evolve as the portfolio and workplace needs change. Through close partnership across regions and functions, the role helps create reliable, sustainable, and effective workplaces that support employees and the broader business. Key Responsibilities Project Leadership & Delivery Lead multiple concurrent workplace design, construction, renovation, infrastructure, and facilities improvement projects from planning and due diligence through design, construction, commissioning, turnover, and closeout. Act as an owner-focused project lead, protecting Genesys interests and balancing business objectives, employee experience, technical performance, cost, schedule, quality, risk, and long-term operational value. Develop and manage scopes, schedules, budgets, forecasts, procurement plans, change controls, risk registers, governance, reporting, and escalation paths; identify issues early and drive corrective action. Coordinate architects, engineers, contractors, consultants, vendors, landlords, and internal stakeholders across regions and time zones, and support site selection and technical due diligence. Lead operational readiness and turnover, including commissioning, punch-list completion, asset documentation, training, O&M manuals, warranties, and transition to facilities operations. Technical Facilities Leadership Provide technical leadership across HVAC, electrical, lighting, controls, plumbing, life safety, building automation, metering, and related workplace infrastructure. Assess existing facilities and system performance, risks, deficiencies, lifecycle needs, and improvement opportunities; read and review architectural and engineering drawings, specifications, and technical documentation. Evaluate designs for functionality, constructability, maintainability, regulatory compliance, sustainability, reliability, lifecycle cost, energy performance, and employee experience; participate in design reviews, value engineering, commissioning, and technical problem solving. Translate workplace strategies into specifications, standards, workflows, and repeatable implementation guidelines, using lessons learned to continuously improve global practices. Global Standards, Workplace Integration & Data Develop and maintain global technical standards, design criteria, specifications, checklists, templates, and performance requirements for facilities, building systems, sustainability, security integration, and project delivery. Partner with regional teams to apply global standards while addressing local codes, regulations, landlord requirements, climate, operations, and cultural needs; ensure project decisions transition effectively into ongoing operations. Establish measurable requirements and verify completed projects perform as intended; support occupancy measurement, space performance, facilities analytics, and clear technical documentation that strengthens portfolio consistency and institutional knowledge. Sustainability, Energy & Environmental Compliance Embed sustainable design and operating practices into projects and facilities, supporting Genesys environmental objectives and alignment with ISO 14001 Environmental Management Systems. Advance energy efficiency, water conservation, responsible materials, waste reduction, indoor environmental quality, carbon reduction, and high-performance building practices; identify opportunities in HVAC, controls, metering, lighting, equipment, operations, and green-energy procurement. Partner with stakeholders to measure, validate, track, and report energy, water, waste, and related environmental performance, and support applicable regional requirements such as CSRD, EED, and evolving sustainability frameworks. Support LEED strategies for interior fit-outs and ongoing operations, and use post-implementation data to identify further efficiency and performance improvements. Physical Security & Life Safety Integration Partner with Corporate Security and other stakeholders to assess and integrate physical security and life-safety requirements into projects and existing facilities, including access control, surveillance, visitor management, intrusion detection, and related technologies. Ensure security requirements are addressed early and coordinated with architectural, engineering, IT, facilities, and building infrastructure. Financial, Procurement & Risk Management Prepare and maintain project budgets, forecasts, cash-flow projections, cost reports, and variance analyses; evaluate proposals, bids, estimates, change orders, and contractor recommendations for cost, quality, and value. Partner with Procurement and Legal on sourcing, selection, contract administration, and vendor negotiations; monitor external partner performance and hold consultants and contractors accountable for commitments and outcomes. Identify technical, financial, schedule, operational, compliance, and delivery risks; develop mitigation strategies and business cases that clearly present costs, benefits, alternatives, and long-term implications. Stakeholder Leadership & Communication Serve as a trusted technical advisor and primary project contact for regional teams, business leaders, and senior stakeholders, translating complex topics into clear, actionable recommendations for technical and non-technical audiences. Facilitate project meetings, design reviews, workshops, executive updates, and decision-making sessions, with clear visibility into status, risks, decisions, budget, and schedule. Build effective relationships across a geographically distributed organization and navigate competing priorities while maintaining focus on successful project outcomes. Required Qualifications Bachelor’s degree in Engineering, Architecture, Construction Management, Facilities Management, or a related discipline, or equivalent relevant professional experience. 10+ years of experience in facilities, design, engineering, construction, or project management, including significant responsibility for complex commercial workplace projects and multiple concurrent, multi-phase initiatives. Strong working knowledge of commercial building systems, construction methods, project controls, facilities operations, and the ability to read architectural and engineering drawings, specifications, scopes of work, and technical documentation. Demonstrated experience managing budgets, schedules, forecasts, procurement, risks, change controls, commissioning, and operational turnover. Working knowledge of environmental management and sustainability practices, including ISO 14001, energy management, high-performance building principles, building codes, workplace safety, accessibility, and regulatory compliance. Excellent organization, problem solving, decision-making, written and verbal communication, presentation, and stakeholder-management skills; able to work independently and collaboratively in a global, remote-working environment. Ability to periodically participate in meetings outside normal business hours for international collaboration and to travel domestically and internationally as business needs require, generally not expected to exceed 20%. Preferred Qualifications Experience serving as an Owner’s Representative for corporate workplace, commercial interiors, or facilities projects and/or managing global or multi-regional project portfolios. Professional certification or licensure such as PMP, LEED AP, PE, RA, CFM, or equivalent. Experience with LEED ID+C or O+M, ESG initiatives, energy-management programs, environmental or energy reporting requirements, commissioning, building automation, metering, facilities analytics, or asset lifecycle planning. Familiarity with BIM, AutoCAD, facilities-management and project-management platforms, reporting dashboards, and related digital tools. Experience developing global technical standards, specifications, playbooks, or design guidelines for a corporate real estate portfolio. Strong global perspective and commitment to continuous improvement, sustainability, resilience, accessibility, safety, workplace excellence, and employee experience #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. $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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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.

Own strategic enterprise customer relationships and coordinate teams to improve adoption, retention, and customer business outcomes. | Requires at least six years in enterprise or strategic customer success, a bachelor's degree, and strong stakeholder and 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: Drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, strengthen customer experiences, and achieve the business outcomes they expect from their Genesys investment. As a Senior Customer Success Manager, you will own the end-to-end customer success relationship, translating customer priorities into actionable success plans and orchestrating the right expertise across Professional Services, Support, Product, and Sales. You will serve as a trusted advisor to customer stakeholders and senior leaders, using customer health insights, adoption trends, and business priorities to identify risks and opportunities. Your influence will extend across the customer lifecycle, from aligning stakeholders on strategic objectives to leading executive business reviews that demonstrate value and uncover opportunities for deeper adoption. Through empathy, proactive communication, and coordinated execution, you will help customers turn complex technology capabilities into meaningful business and customer experience outcomes. This role offers visibility into enterprise customer initiatives and the opportunity to deepen expertise in customer success strategy, executive engagement, customer experience, and cross-functional leadership. You will help shape how Genesys supports strategic customers while strengthening the partnerships that drive retention, advocacy, and long-term value. Key Responsibilities: Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that support value realization, retention, adoption, and long-term partnership Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources, resolve customer needs, and deliver a consistent customer experience Lead executive-level Quarterly Business Reviews that demonstrate realized value, assess progress against customer objectives, and identify opportunities for expanded adoption and growth Develop customer success plans that translate business objectives into clear priorities, milestones, stakeholder commitments, and measurable indicators of progress Identify customer risks and emerging needs proactively, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes Monitor customer health, product adoption, and feature utilization to surface actionable insights and strengthen engagement throughout the customer lifecycle Build customer advocacy by cultivating trusted relationships, delivering consistent value, and creating opportunities for satisfied customers to share their experience Required Qualifications: 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships Bachelor’s degree in business management or a related field Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments Strong business acumen with demonstrated ability to understand customer objectives, business metrics, and value drivers Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value Proficiency with CRM systems and customer success platforms, including the ability to use customer data and health insights to inform priorities Preferred Qualifications: Demonstrated strength in collaborative leadership, bringing diverse internal and customer stakeholders together around shared outcomes Strong strategic thinking and judgment when navigating complex customer challenges, competing priorities, and cross-functional dependencies Experience managing multiple concurrent customer initiatives with consistent follow-through and stakeholder visibility Proven ability to strengthen customer satisfaction, advocacy, retention, product adoption, and executive engagement Experience partnering with senior leaders and influencing decisions without direct authority Ability to travel less than 30% 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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.

Own the Genesys Cloud AI voice portfolio strategy and roadmap, manage OEM partnerships, and advise strategic customers on voice experiences. | Requires 10+ years in product management or related enterprise SaaS or AI fields, technical knowledge of voice AI and speech architectures, and cross-functional leadership. | 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 Voice is rapidly becoming one of the most important interfaces for AI-powered customer experiences. As AI agents become more capable, the quality of the experience will increasingly be defined not only by what an AI agent can do, but by how naturally, appropriately, and authentically it communicates. Genesys is looking for a Director of Product Management, Voice AI & Speech Experience to own the strategy and execution of our AI voice technology portfolio across Genesys Cloud. This leader will be responsible for making Genesys the benchmark for enterprise AI voice experiences. The role will own our OEM voice technology strategy, evaluate and manage leading voice technology partners, define the capabilities we bring into Genesys Cloud, and ensure customers have access to the right voices, languages, performance, and experiences for their brands. The underlying technology may include traditional speech synthesis, generative voice models, speech-to-speech models, multimodal models, or emerging voice technologies. This leader will be responsible for evaluating these approaches based on the customer experience they enable, rather than being tied to a specific technical architecture. A key part of the role will be serving as the Genesys Voice Experience Designer, working directly with customers and our Go-to-Market teams to help organizations design the right voice experience for their brand. This includes helping customers translate their brand identity, customer demographics, use cases, and desired emotional experience into the right voice, persona, conversational style, and technology approach. This is a highly cross-functional Director-level role requiring strong product judgment, technical understanding of modern voice AI, customer-facing credibility, commercial awareness, and the ability to bring Product, Engineering, Design, Sales, Solutions Consulting, Marketing, partners, and customers together around a common vision for voice. Key Responsibilities Own the Genesys Voice AI Strategy Define and own the product strategy and roadmap for AI voice capabilities across Genesys Cloud. Establish the vision and quality bar for what a best-in-class enterprise AI voice experience should sound and feel like. Evaluate emerging voice technologies, models, architectures, and providers and determine where Genesys should build, partner, OEM, or integrate. Develop a portfolio strategy that balances voice quality, latency, conversational intelligence, expressiveness, language coverage, regional availability, enterprise requirements, cost, and reliability. Evaluate traditional speech architectures alongside emerging speech-to-speech, generative audio, multimodal, and end-to-end conversational voice models. Partner closely with Engineering and AI teams to translate advances in speech and generative AI into production capabilities that customers can use at enterprise scale. Ensure the voice strategy supports the broader Genesys AI, Agentic AI, Virtual Agent, and conversational experience roadmap. Continuously assess how new voice architectures can improve latency, naturalness, turn-taking, interruption handling, prosody, emotional intelligence, and overall customer experience. Own the OEM Voice Technology Ecosystem Own the product strategy and relationships with strategic voice AI technology providers. Continuously benchmark OEM technologies across naturalness, latency, prosody, expressiveness, pronunciation, interruption handling, conversational responsiveness, language and accent coverage, reliability, and enterprise readiness. Establish clear frameworks for evaluating strategic voice technology providers and determining the right technology for different customer and product use cases. Work with Engineering, Procurement, Legal, Security, Finance, and strategic partners to influence vendor roadmaps and make technology and commercial decisions. Determine when Genesys should use embedded OEM capabilities, customer-provided technology, strategic integrations, or native Genesys capabilities. Monitor the rapidly evolving voice AI market and identify emerging technologies, models, and partnerships that can create differentiated customer experiences. Help shape commercial models that allow Genesys to deliver premium voice experiences while maintaining scalable economics. Develop strong relationships with strategic technology partners and ensure Genesys requirements influence their product roadmaps. Serve as the Genesys Voice Experience Sherpa Establish a customer-facing discipline around helping organizations design the right AI voice experience for their brand and customers. Work directly with strategic customers to understand their brand personality, customer demographics, desired emotional experience, industry, use cases, and geographic markets. Guide customers through the rapidly evolving voice AI landscape, including traditional speech architectures, generative voice, speech-to-speech, multimodal, and emerging voice technologies. Help customers select and shape voice experiences based on tone, warmth, confidence, pace, energy, accent, personality, emotional range, conversational style, and brand alignment. Advise customers on the tradeoffs between different voice technologies across experience quality, latency, control, language coverage, consistency, cost, and enterprise requirements. Help customers determine when to use standard voices, customized voices, branded voices, real-time generative voice models, or other emerging approaches. Help customers evaluate how voice choices affect trust, brand perception, customer engagement, containment, and overall satisfaction. Create repeatable workshops, evaluation frameworks, best practices, and methodologies that allow Genesys GTM teams and partners to deliver this guidance at scale. Partner with Design and Conversation Design teams to ensure voice, persona, language, and conversational behavior create a cohesive end-to-end experience. Develop showcase customer experiences that demonstrate what best-in-class AI voice interactions can feel like. Drive the Best Customer Experience Treat voice as a core customer experience discipline, not simply a speech technology problem. Define success metrics that measure naturalness, latency, conversational fluidity, customer acceptance, engagement, task completion, satisfaction, and preference. Establish benchmarking and testing programs using real-world CX scenarios across different languages, accents, telephony environments, customer intents, and emotional situations. Evaluate the entire conversational experience, including response timing, turn-taking, interruptions, pacing, tone, pronunciation, emotional appropriateness, and recovery from conversational errors. Use customer research, production telemetry, competitive analysis, and direct customer feedback to continuously improve the experience. Understand how model behavior, latency, conversational pacing, prosody, voice personality, and turn-taking affect overall customer experience. Partner closely with the teams building Virtual Agents, Agentic AI, IVR, orchestration, and conversational experiences to ensure voice is designed as part of the end-to-end experience. Establish measurable quality standards and ensure Genesys consistently meets or exceeds them across its voice portfolio. Partner Deeply with Go-to-Market Teams Work directly with Sales, Solutions Consulting, Customer Success, Professional Services, Marketing, and Product Marketing to make voice a differentiated part of the Genesys value proposition. Join strategic customer engagements where voice quality and AI experience are critical to winning, expanding, or retaining the relationship. Help GTM teams explain differences between voice technologies in terms customers can understand and connect those differences to customer experience and business outcomes. Build clear competitive positioning for Genesys voice capabilities and articulate where Genesys is differentiated. Create demonstrations, customer workshops, competitive positioning, playbooks, reference architectures, and enablement that allow the field to confidently sell Genesys voice capabilities. Partner with lighthouse customers to create differentiated voice experiences that demonstrate what is possible with Genesys Cloud. Help customers navigate a rapidly changing voice AI landscape and position Genesys as a trusted advisor rather than simply a provider of voice technology. Bring direct customer, field, and competitive insights back into the product roadmap. Partner with Product Marketing to translate product capabilities into compelling market narratives and launches. Drive Product Execution Translate strategy into clear product requirements, priorities, and execution plans. Work closely with Engineering and Design to deliver voice capabilities that meet both customer needs and enterprise requirements. Define launch criteria, readiness standards, adoption goals, and success metrics for new capabilities. Prioritize across short-term customer needs, strategic platform investments, technical debt, and emerging market opportunities. Drive alignment across multiple teams when the customer experience spans different parts of the Genesys platform. Use data and customer feedback to make tradeoffs and adjust roadmap priorities quickly. Ensure roadmap decisions balance customer experience, technical feasibility, commercial value, operational complexity, and long-term strategic differentiation. Cross-Functional Leadership Lead through a highly matrixed organization, setting direction and driving alignment without relying solely on formal authority. Partner closely with Product, Engineering, Design, Research, AI, Infrastructure, Finance, Legal, Procurement, Marketing, and GTM organizations. Influence product roadmaps and priorities beyond your direct area of ownership where they affect the end-to-end voice experience. Communicate technology choices, customer needs, competitive dynamics, tradeoffs, and recommendations clearly to senior leadership. Translate highly technical developments in voice AI into customer and business outcomes that can be understood across the organization. Build strong relationships across internal teams and external partners and create clarity in an area of technology that is changing rapidly. Required Qualifications 10+ years of Product Management, Product Strategy, Experience Design, or related experience in enterprise SaaS, AI, communications, speech technology, or adjacent technologies. Proven leadership at a Director level or equivalent, including experience driving complex initiatives across multiple organizations. Strong understanding of modern voice AI, conversational AI, speech technologies, generative audio, or adjacent AI technologies. Understanding of emerging architectures including speech-to-speech, multimodal, and end-to-end voice models. Experience evaluating external technology providers and making build, buy, partner, or OEM product decisions. Strong technical aptitude and the ability to work credibly with Engineering and AI/ML teams on architecture, model performance, APIs, latency, scalability, reliability, and quality. Demonstrated ability to translate customer experience requirements into product strategy and execution. Strong customer-facing skills with experience working directly with enterprise customers and senior executives. Experience partnering with Sales, Solutions Consulting, Product Marketing, Customer Success, or other GTM functions. Strong commercial judgment and the ability to evaluate product decisions through both customer experience and business lenses. Ability to operate effectively in a rapidly changing technology market where architectures, models, and competitive expectations evolve quickly. Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences. Preferred Qualifications Direct experience with voice AI platforms, speech AI providers, generative voice, speech-to-speech models, multimodal models, or conversational AI. Experience managing OEM technology partnerships or embedded third-party AI technologies. Experience benchmarking or evaluating AI models or speech technologies. Understanding of speech characteristics including prosody, pronunciation, pacing, intonation, emotional expression, accents, interruption handling, and conversational turn-taking. Experience designing conversational or voice experiences for customer service. Experience with CCaaS, contact center technology, Virtual Agents, IVR, or enterprise conversational AI. Experience launching AI products globally across multiple languages and regions. Familiarity with enterprise AI requirements including security, privacy, data residency, regulatory compliance, responsible AI, and accessibility. Experience developing commercial or pricing strategies for AI-powered capabilities. #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. $193,700.00 - $340,700.00 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 global content marketing production and performance measurement, coordinating resources and using AI and data insights to improve scale and workflows. | Requires 8+ years in content marketing or editorial operations, people management, strong analytics, and enterprise technology content production experience. | 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, Content Production and Insights Overview Genesys is seeking a Senior Manager, Content Production & Insights to lead the production and performance measurement of our global content marketing programs. This role bridges content strategy and execution, ensuring strategic priorities translate into high-quality content that is delivered efficiently, measured consistently and continuously optimized. The Senior Manager will serve as executive producer of content across formats; manage external resources and budget; and develop the insights and reporting needed to improve content effectiveness and inform future investment. Working closely with the Director, Global Content Strategy and reporting to the VP, Content Marketing and Thought Leadership, this role enables the organization to scale high-impact content that supports business growth, AI leadership and global GTM priorities. The ideal candidate combines extensive content marketing and editorial expertise with strong people leadership, operational rigor, analytical thinking and the ability to orchestrate complex programmatic content initiatives across a global B2B organization. Key Responsibilities Lead end-to-end production planning and delivery across written, visual, audio and multimedia content programs. Translate strategic content priorities into actionable production plans, timelines, and resource requirements. Manage, coach, and develop direct reports, establishing clear priorities, expectations, and accountability. Orchestrate internal contributors, freelancers, agencies, and production partners to deliver high-quality content efficiently and on schedule. Identify and implement process improvements, AI-enabled workflows, and automation that increase productivity and scalability. Own content performance reporting, dashboards, and KPIs that provide visibility into content effectiveness and business impact. Analyze content, campaign, and audience performance to identify trends and translate insights into actionable recommendations. Partner with Content Strategy leadership to create a continuous feedback loop between performance insights, strategic priorities, and future content investment. Manage external production resources and support budget planning to optimize the mix of internal and external capabilities. Collaborate closely with Product Marketing, Global Campaigns, Demand Generation, Brand, PR/Comms, and other partners to support integrated GTM execution. Qualifications 8+ years of experience in content marketing, content production, editorial operations, integrated marketing, or a related discipline. Demonstrated people management experience with a track record of coaching and developing talent. Experience managing complex, multi-format content production; enterprise SaaS or technology experience strongly preferred. Strong knowledge of editorial processes, production management, resource planning, and content operations. Experience managing agencies, freelancers, vendors, and cross-functional contributors. Demonstrated ability to use analytics and performance data to inform content decisions and optimization. Familiarity with content analytics, work management platforms, and AI-enabled content tools. Excellent organizational, communication, problem-solving, and stakeholder management skills. Ability to manage multiple priorities and influence effectively within a fast-paced, highly matrixed global organization. What Success Looks Like Faster, more predictable delivery of high-quality content. Greater visibility into production workflows for global content programs. Improved operational efficiency and reduced production bottlenecks and rework. Clear, actionable reporting on content performance and business impact. Performance insights consistently inform future content priorities and investment decisions. Increased content effectiveness and scalability without proportional increases in resources. #LI-Remote #LI-CP1 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. $133,000.00 - $234,000.00 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 technical architecture and delivery for enterprise Genesys deployments, coordinating stakeholders and teams while ensuring scalable, reliable cloud implementations. | Requires 8+ years delivering enterprise software or cloud solutions, with strong cloud-platform, Docker/Kubernetes, voice, omnichannel, and distributed-architecture expertise. | 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 the design and delivery of enterprise-scale customer experience solutions that directly shape how global organizations engage with their customers across voice, digital, and AI-powered channels. This role owns the end-to-end technical architecture and implementation strategy for complex Genesys deployments, influencing platform performance, scalability, and long-term business value. At Genesys, we are advancing customer experience through empathy and innovation, enabling organizations to deliver meaningful, connected interactions at scale. You will partner with senior stakeholders, guide cross-functional teams, and contribute to multi-cloud transformation initiatives that elevate both customer outcomes and operational efficiency, while gaining exposure to high-impact enterprise programs and emerging technologies. Location: Fully remote within US (not limited to that states that the job is tagged to) Key Responsibilities: • Lead end-to-end architecture and delivery of Genesys customer experience solutions, ensuring scalable, resilient, and high-performing implementations • Drive technical strategy and design across multi-cloud environments, enabling seamless integration of voice, digital, and AI-driven channels • Facilitate customer workshops and discovery sessions to align business objectives with technical solutions and long-term transformation goals • Influence cross-functional teams, including SMEs, product owners, and engineering, to deliver cohesive and high-quality project outcomes • Define and oversee implementation standards, ensuring adherence to best practices in DevOps, CI/CD, and cloud-native architecture • Identify project risks early and implement mitigation strategies that protect delivery timelines and customer satisfaction • Mentor and guide technical consultants, strengthening team capability and driving consistent delivery excellence • Optimize system performance and reliability by implementing high availability, disaster recovery, and zero-downtime deployment strategies Required Qualifications: • Bachelor’s degree in Engineering, Information Technology, or a related field • 8+ years of experience delivering complex enterprise software or cloud-based solutions • Proven experience in customer-facing roles, including managing complex stakeholder relationships and challenging scenarios • Strong expertise in cloud platforms such as AWS, Azure, or Google Cloud • Deep understanding of containerization technologies including Docker and Kubernetes • Solid experience with SIP, voice technologies, and omnichannel customer experience platforms • Demonstrated ability to design and implement scalable architectures across distributed systems • Strong analytical, problem-solving, and debugging skills in complex environments • Experience with Agile methodologies and participation in iterative delivery models • Excellent communication skills with the ability to engage both technical and business audiences effectively Preferred Qualifications: • Experience with Genesys platforms, including Genesys Engage, Genesys Cloud, or multi-cloud deployments • Knowledge of DevOps practices, including CI/CD pipelines, automation, and infrastructure as code • Familiarity with Terraform, particularly within Genesys Cloud environments • Experience with API management, networking concepts, and cloud security best practices • Proficiency in programming or scripting languages such as Java, C#, or similar • Experience designing reusable tools, utilities, or frameworks to improve delivery efficiency • Understanding of enterprise integration patterns and large-scale system deployments 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. $135,600.00 - $238,600.00 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 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 architecture and delivery of enterprise customer-experience deployments, coordinating stakeholders and teams while ensuring scalable, reliable implementations. | Requires 8+ years delivering enterprise or cloud solutions, customer-facing stakeholder leadership, cloud-platform and Kubernetes expertise, and hands-on SIP and omnichannel customer-experience experience. | 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 the design and delivery of enterprise-scale customer experience solutions that directly shape how global organizations engage with their customers across voice, digital, and AI-powered channels. This role owns the end-to-end technical architecture and implementation strategy for complex Genesys deployments, influencing platform performance, scalability, and long-term business value. At Genesys, we are advancing customer experience through empathy and innovation, enabling organizations to deliver meaningful, connected interactions at scale. You will partner with senior stakeholders, guide cross-functional teams, and contribute to multi-cloud transformation initiatives that elevate both customer outcomes and operational efficiency, while gaining exposure to high-impact enterprise programs and emerging technologies. Location: Fully remote within US (not limited to that states that the job is tagged to) Key Responsibilities: • Lead end-to-end architecture and delivery of Genesys customer experience solutions, ensuring scalable, resilient, and high-performing implementations • Drive technical strategy and design across multi-cloud environments, enabling seamless integration of voice, digital, and AI-driven channels • Facilitate customer workshops and discovery sessions to align business objectives with technical solutions and long-term transformation goals • Influence cross-functional teams, including SMEs, product owners, and engineering, to deliver cohesive and high-quality project outcomes • Define and oversee implementation standards, ensuring adherence to best practices in DevOps, CI/CD, and cloud-native architecture • Identify project risks early and implement mitigation strategies that protect delivery timelines and customer satisfaction • Mentor and guide technical consultants, strengthening team capability and driving consistent delivery excellence • Optimize system performance and reliability by implementing high availability, disaster recovery, and zero-downtime deployment strategies Required Qualifications: • Bachelor’s degree in Engineering, Information Technology, or a related field • 8+ years of experience delivering complex enterprise software or cloud-based solutions • Proven experience in customer-facing roles, including managing complex stakeholder relationships and challenging scenarios • Strong expertise in cloud platforms such as AWS, Azure, or Google Cloud • Deep understanding of containerization technologies including Docker and Kubernetes • Solid experience with SIP, voice technologies, and omnichannel customer experience platforms • Demonstrated ability to design and implement scalable architectures across distributed systems • Strong analytical, problem-solving, and debugging skills in complex environments • Experience with Agile methodologies and participation in iterative delivery models • Excellent communication skills with the ability to engage both technical and business audiences effectively Preferred Qualifications: • Experience with Genesys platforms, including Genesys Engage, Genesys Cloud, or multi-cloud deployments • Knowledge of DevOps practices, including CI/CD pipelines, automation, and infrastructure as code • Familiarity with Terraform, particularly within Genesys Cloud environments • Experience with API management, networking concepts, and cloud security best practices • Proficiency in programming or scripting languages such as Java, C#, or similar • Experience designing reusable tools, utilities, or frameworks to improve delivery efficiency • Understanding of enterprise integration patterns and large-scale system deployments 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. $135,600.00 - $238,600.00 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 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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.

Architect enterprise AI-enabled customer experience solutions, guide delivery teams and customer stakeholders, and contribute reusable architecture practices. | Requires senior solution architecture and customer engagement experience, including proven AI or conversational AI deployments, digital channel design, enterprise integrations, and cloud architecture. | 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. Be the one growing faster in the AI era. At Genesys, we're building a high-performance workplace designed for people who want to grow quickly, do meaningful work and build lasting careers in AI. Location North America Mission: Design and lead the implementation of AI-powered digital customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness. Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants and architects united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered digital customer experience — not in theory, but in production. We operate across regions and time zones, bringing together deep technical expertise, design thinking, and industry knowledge. Our work spans hands-on project delivery, rapid experimentation, applied AI, and the development of reusable assets and reference architectures that raise the bar for the entire practice. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to explore emerging technologies while remaining accountable for successful customer outcomes. We are now looking for a Lead AI Solutions Architect based in the North America to join us as a senior technical voice in complex customer programs. If you thrive at the intersection of AI innovation, digital customer engagement, and enterprise architecture, and you want your work to have a direct impact on customer experiences, read on. Key Responsibilities: Solution Architecture • Define end-to-end AI-powered digital solution architectures for customer programs. • Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities. • Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. • Establish architectural standards for scalability, resilience, security, and maintainability. • Review and provide technical guidance on solution designs produced by project teams. Technical Leadership • Serve as the technical authority for assigned customer engagements. • Guide consultants and implementation teams through complex technical challenges. • Lead architecture workshops, discovery sessions, and technical design discussions with customers. • Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements. AI & Digital Design • Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled digital experiences. • Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing. • Define data requirements, integration patterns, and AI governance considerations. • Ensure responsible AI practices are incorporated into solution designs. • Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases. Customer Engagement • Advise customer technical stakeholders on architecture decisions and trade-offs. • Translate customer business requirements and digital use cases into practical technical solutions. • Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders. • Build trusted-advisor relationships with customer technical teams. • Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership. Practice Contribution • Contribute reusable assets, reference architectures, implementation patterns, and best practices. • Mentor consultants and senior consultants. • Support presales activities for complex Digital and AI opportunities. • Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve. Typical Scope • Large enterprise customer implementations • Complex Digital and AI programs • Single strategic programs or multiple concurrent customer engagements • Technical lead for major Digital deployments • Influences project and account-level technical decisions Qualifications: • 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms. • Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs. • Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels. • Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation. • Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns. • Solid understanding of cloud architecture patterns across AWS, Azure, or GCP. • Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders. • Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution. • Strong communication and customer-facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs. • Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities. • Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise environments. • Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus. 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. $110,600.00 - $194,400.00 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 lead AI-powered digital customer experience solutions ensuring scalability, security, and operational readiness. | 7+ years in solution architecture or technical consulting with strong AI, digital customer experience, and enterprise integration skills, plus experience with Genesys Cloud or similar platforms. | 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. Be the one growing faster in the AI era. At Genesys, we're building a high-performance workplace designed for people who want to grow quickly, do meaningful work and build lasting careers in AI. Location North America Mission: Design and lead the implementation of AI-powered digital customer experience solutions that achieve business outcomes while ensuring technical excellence, scalability, security, and operational readiness. Our Professional Services organization is where AI strategy meets delivery. We are a globally distributed team of consultants and architects united by a single purpose: helping enterprise customers realize the transformative potential of AI-powered digital customer experience — not in theory, but in production. We operate across regions and time zones, bringing together deep technical expertise, design thinking, and industry knowledge. Our work spans hands-on project delivery, rapid experimentation, applied AI, and the development of reusable assets and reference architectures that raise the bar for the entire practice. We believe the best solutions are built by people who are simultaneously curious and rigorous — willing to explore emerging technologies while remaining accountable for successful customer outcomes. We are now looking for a Lead AI Solutions Architect based in the North America to join us as a senior technical voice in complex customer programs. If you thrive at the intersection of AI innovation, digital customer engagement, and enterprise architecture, and you want your work to have a direct impact on customer experiences, read on. Key Responsibilities: Solution Architecture • Define end-to-end AI-powered digital solution architectures for customer programs. • Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities. • Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third-party technologies. • Establish architectural standards for scalability, resilience, security, and maintainability. • Review and provide technical guidance on solution designs produced by project teams. Technical Leadership • Serve as the technical authority for assigned customer engagements. • Guide consultants and implementation teams through complex technical challenges. • Lead architecture workshops, discovery sessions, and technical design discussions with customers. • Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements. AI & Digital Design • Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI-enabled digital experiences. • Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing. • Define data requirements, integration patterns, and AI governance considerations. • Ensure responsible AI practices are incorporated into solution designs. • Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases. Customer Engagement • Advise customer technical stakeholders on architecture decisions and trade-offs. • Translate customer business requirements and digital use cases into practical technical solutions. • Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders. • Build trusted-advisor relationships with customer technical teams. • Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership. Practice Contribution • Contribute reusable assets, reference architectures, implementation patterns, and best practices. • Mentor consultants and senior consultants. • Support presales activities for complex Digital and AI opportunities. • Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve. Typical Scope • Large enterprise customer implementations • Complex Digital and AI programs • Single strategic programs or multiple concurrent customer engagements • Technical lead for major Digital deployments • Influences project and account-level technical decisions Qualifications: • 7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or customer experience technology, with significant experience in Digital, AI, conversational AI, or CX platforms. • Hands-on familiarity with Genesys Cloud or comparable CCaaS or CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs. • Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels. • Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation. • Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns. • Solid understanding of cloud architecture patterns across AWS, Azure, or GCP. • Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders. • Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution. • Strong communication and customer-facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs. • Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities. • Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise environments. • Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus. 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. $110,600.00 - $194,400.00 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 end-to-end delivery of AI-driven customer experience solutions and strategic AI adoption in enterprise environments. | Requires 8+ years in CX, CRM, or AI-driven enterprise solutions with cloud platform expertise and stakeholder engagement 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: This role shapes how enterprises adopt and scale AI to transform customer experience outcomes across Genesys Cloud. You will operate as a strategic and technical leader, translating complex business challenges into AI-driven solutions that improve customer engagement, operational efficiency, and measurable performance. At Genesys, we are redefining customer experience through empathy and AI innovation, helping organizations deliver more human, connected interactions at global scale. You will own the end-to-end lifecycle of Agentic AI orchestration, from discovery through continuous optimization, directly influencing enterprise AI strategy and execution. Partnering with senior stakeholders, you will align AI initiatives to business KPIs, ensuring every solution delivers tangible impact such as improved containment, reduced cost to serve, or increased customer satisfaction. Your work will help organizations move beyond experimentation into sustained, enterprise-wide transformation. This role offers exposure to advanced AI capabilities, including virtual agents, copilots, and orchestration frameworks, within complex, multi-system environments. You will collaborate across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization. Key Responsibilities: • Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance • Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI • Design integration patterns and data flows that enable seamless orchestration across channels, platforms, and enterprise systems • Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes • Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities, enabling faster time to value and scalable production deployment • Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact • Influence customer AI strategies by advising on architecture, platform capabilities, and long-term transformation roadmaps • Champion responsible AI practices, ensuring compliance with security, privacy, and regulatory standards such as HIPAA and PCI Required Qualifications: • 8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments • Strong expertise in cloud platforms such as AWS, Azure, or GCP, including experience with distributed architectures • Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems • Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes • Experience working with conversational AI, NLP, or AI-powered customer experience platforms • Strong stakeholder engagement skills, including experience working with executive-level audiences • Ability to operate independently in fast-paced, ambiguous environments • Solid understanding of data governance, security, and compliance frameworks Preferred Qualifications: • Experience with Genesys Cloud or other contact center platforms • Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks • Experience with customer journey mapping and omnichannel experience design • Background in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector • Experience supporting large-scale digital transformation or enterprise AI adoption initiatives 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. $134,300.00 - $236,100.00 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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 build AI-powered customer experience solutions using Genesys Cloud and modern development frameworks. | Senior-level application development with AI and cloud integration experience, strong independent ownership, and ability to translate technical solutions to business value. | 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. Experience Acceleration Sr. Architect This role is for a hands-on builder and technical architect who combines CX expertise, application development, and AI-first engineering practices to turn complex ideas into working solutions quickly. You should be comfortable independently designing and building applications, integrations, AI-powered experiences, and automation using Genesys Cloud, modern development frameworks, APIs, SDKs, and AI-assisted development environments. Creativity, technical judgment, and the ability to move from concept to scalable working solution with pace and urgency are critical for success. What You Will Be Doing • Own technical solutions from problem definition and architecture through development, testing, deployment, documentation, and iteration. • Design, build, test, and iterate on AI and Agentic Virtual Agent experiences in Genesys Cloud that demonstrate the value of experience orchestration, automation, and AI-powered customer engagement. • Build applications, integrations, prototypes, and automation using Genesys Cloud APIs, SDKs, extensibility capabilities, and modern development frameworks to solve practical customer and go-to-market use cases. • Design AI-powered solutions using LLMs, tool and function calling, structured outputs, grounding patterns, orchestration, guardrails, and evaluation approaches. • Create reusable components, integration patterns, frameworks, and reference architectures that reduce duplicate development and accelerate future builds. • Use AI-first development practices and AI-assisted development environments across solution design, code generation, refactoring, debugging, testing, and documentation. • Translate business and customer problems into technical requirements, solution designs, working software, and clear technical tradeoffs for technical and non-technical stakeholders. What You Need to Be Successful • Strong hands-on application development experience using JavaScript/TypeScript, Python, or equivalent, with the ability to design, build, debug, test, and maintain applications, integrations, APIs, automation, and prototypes. • Experience with REST APIs, SDKs, authentication and OAuth, JSON, webhooks, Git/version control, API design, and common cloud and application development patterns. • Ability to independently own technical work from requirements and architecture through implementation, validation, deployment, and documentation. • Experience designing reusable application components, integration patterns, technical frameworks, or architectures that can scale across multiple use cases. • Demonstrated experience using AI-assisted development environments and coding agents across solution design, code generation, refactoring, debugging, testing, documentation, and iterative development. • Experience designing or building AI-powered applications using LLMs, conversational AI, virtual agents, agentic workflows, tool calling, automation, or similar AI capabilities. • Ability to evaluate AI-generated code and AI-powered solutions for correctness, security, maintainability, reliability, and intended business outcomes. • Ability to translate technical concepts, architecture decisions, and working solutions into clear business value for sales teams, solution consultants, customers, partners, and leadership. • Ability to operate independently in a creative, fast-moving environment while collaborating across product, engineering, sales, solution consulting, and enablement. • Professional proficiency in English is required. Preferred Qualifications • Experience deploying Agentic Virtual Agents, conversational AI, Generative AI, Agent Assist, knowledge automation, or orchestration solutions in production or customer-facing environments. • Understanding of contact center operations, customer experience strategy, workforce engagement, digital engagement, routing, analytics, or CRM integrations. • Experience with cloud infrastructure and deployment patterns, including AWS or comparable cloud platforms. Success in This Role Looks Like • Genesys has stronger, scalable AI and Agentic Virtual Agent experiences that help teams demonstrate and deliver value faster. • Successful solutions become reusable components, reference implementations, or technical patterns that accelerate future development across the organization. • Uses AI-assisted development and agentic workflows to accelerate the path from idea to scalable working solution while applying strong technical judgment, validation, security, and quality standards. 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. $117,100.00 - $205,900.00 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. 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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 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.

Develop advanced Agentic AI solutions and backend applications using Go and AWS, collaborating with teams to design scalable cloud-native integrations. | 10+ years professional software development experience with expertise in Agentic AI, Go, cloud-native technologies, 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. Principal Software Engineer Join the Innovation team at Genesys, where we’re redefining customer experience by building innovative, scalable solutions integrated with Genesys Cloud. We’re looking for a Principal Software Engineer to help design and deliver high-performance applications using AWS infrastructure. This is a unique opportunity to shape next-generation systems that impact customers around the globe. Key Responsibilities: Develop advanced Agentic AI solutions leveraging the latest capabilities and tools available on the Genesys Cloud platform. Utilize AI-powered tools and frameworks to significantly accelerate code development and increase overall efficiency. Design and implement robust integrations to enhance and extend Agentic AI functionalities. Build scalable, high-performance backend applications using Go. Create dynamic, intuitive, and responsive front-end components with JavaScript and TypeScript. Deploy and manage containerized applications using Kubernetes on AWS. Integrate with Genesys Cloud APIs to deliver seamless enhancements to customer experience (CX) workflows. Optimize application performance, scalability, and reliability within cloud-native environments. Collaborate closely with product managers, architects, and UX designers to define technical requirements and deliver exceptional solutions. Write clean, maintainable, and well-documented code that adheres to industry best practices and engineering standards. Troubleshoot and resolve complex production issues with speed and precision. Actively participate in peer code reviews and provide mentorship to junior engineers. Required Qualifications: Minimum of 10+ years of professional software development experience 2+ years working with AI solutions Proven expertise in agentic AI development, including hands-on experience with RAG, RAG pipelines and MCP framework Proficiency in Go for backend development Strong experience in system prompt engineering and tool use configuration and tuning Strong experience with JavaScript and TypeScript for front-end and full-stack applications Hands-on expertise with Kubernetes for orchestration and container lifecycle management Proven experience building and deploying cloud-native solutions on AWS (e.g., EKS, Fargate, Dynamo DB, EC2, ECS, Lambda, S3) Solid understanding of microservices architecture and RESTful API design Strong analytical and problem-solving skills with attention to detail Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent practical experience Preferred Qualifications: Experience integrating with Genesys Cloud APIs or comparable customer experience platforms Exposure to UX design principles or experience developing intuitive user interfaces Familiarity with AWS-native services such as CloudFormation, Step Functions, or DynamoDB Demonstrated contributions to open-source projects or a strong GitHub portfolio Experience with DevOps tooling including Docker, CI/CD pipelines, and Terraform Knowledge of Agile/Scrum methodologies and team collaboration practices 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. $165,400.00 - $290,800.00 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. 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.

Own end-to-end delivery of AI-driven full-stack features including agentic systems development. | 5+ years professional software engineering with full-stack experience and AWS deployment proficiency. | 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: Shape how enterprises design and deliver customer experiences by building AI powered applications on top of Genesys Cloud that solve real operational challenges. This role operates at the intersection of product innovation and engineering execution, where ideas move quickly from concept to production and directly impact how businesses engage with their customers at scale. You will work within an innovations team that functions as a product studio, owning ambiguous problems and turning them into usable, high impact solutions deployed through AppFoundry. You will influence how agentic AI systems are designed, evaluated, and deployed in real world environments, from industry specific virtual agents to compliance tooling and evaluation infrastructure. The role offers visibility into enterprise customer needs, close collaboration with product and solution teams, and the opportunity to shape emerging patterns in LLM driven systems. As part of Genesys, you contribute to a platform that enables organizations globally to orchestrate meaningful customer experiences with empathy and intelligence. This position provides strong growth exposure across AI application development, distributed systems, and enterprise SaaS, with opportunities to expand technical depth, product thinking, and ownership across increasingly complex systems. This position is not eligible for employer-sponsored work authorization (e.g., H-1B, TN, O-1, or other employment-based visas), now or in the future. Applicants must be legally authorized to work in the United States at the time of application and throughout employment without the need for current or future employer sponsorship. Key Responsibilities: Own end to end delivery of AI driven features, from problem framing through design, development, deployment, and continuous iteration in production Design and build agentic systems that plan, reason, and act using tools and APIs, improving reliability, safety, and observability of LLM powered applications Develop full stack solutions across React and TypeScript frontends, backend services, and LLM integration layers to deliver cohesive user and system experiences Translate ambiguous customer problems into scalable product solutions by partnering with product, solution consultants, and enterprise stakeholders Build and enhance evaluation frameworks that measure quality, cost, latency, and robustness of AI systems under real world conditions Drive experimentation cycles by rapidly prototyping, testing hypotheses, and iterating based on measurable outcomes Required Qualifications: Approximately 5 or more years of professional software engineering experience, or equivalent demonstrated through shipped products Strong full stack development foundation across frontend, backend, and API design using TypeScript or JavaScript and one of Java, Python, or Node Hands on experience building with large language models, including tool calling, structured outputs, retrieval augmented generation, and evaluation techniques Familiarity with agentic system design, including multi step reasoning, autonomous tool usage, planning structures, and associated failure modes Experience deploying and operating services in AWS environments, with working knowledge of services such as Lambda, ECS, Fargate, or similar Demonstrated ownership mindset with the ability to self direct, execute, and deliver results in ambiguous environments Preferred Qualifications: Experience in customer experience, contact center technologies, or AI driven CX platforms Familiarity with agent orchestration frameworks such as LangGraph, CrewAI, or similar multi agent coordination approaches Deeper experience with AWS services including Bedrock, Step Functions, SQS, SNS, or infrastructure as code tools such as CDK or Terraform Background in distributed systems, event driven architectures, and observability practices Experience building or operating enterprise SaaS platforms, including multi tenancy, access control, and usage metering 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. $115,500.00 - $203,100.00 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.