Job Summary:
The AI and Experience Orchestration Director is an individual contributor role who leads strategic engagements, working closely with core account teams to accelerate sales and adoption of Genesys native AI and Experience Orchestration capabilities.

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

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

Key responsibilities include (but not limited to):

Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders
Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams
Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
Serve as a trusted subject matter expert, and model best practice sales motions that elevate capability across the wider team
Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration
Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities
Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services
Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives
Ad-hoc duties as required by management

Key Cultural Values (how we do it):

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

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

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

Minimum experience:

Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills
Experience in sales overlay, specialist, or subject matter expert functions
10 to 12 years of experience in software, cloud, or AI related roles
Proven capability in AI powered customer experience and conversational AI solutions
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
Experience coordinating and executing AI proofs of concept
Ability to create effective territory and account strategies that support growth objectives
Strong critical thinking, problem solving, and communication skills
Effective presentation skills with the ability to serve as a compelling subject matter expert
Ability to manage multiple concurrent work streams and support numerous in flight opportunities across teams

Desirable Skills:

Experience selling leading AI solutions for customer experience or contact centre transformation

Please note that Genesys will not accept resumes from agencies at this time.

AI & Experience Orchestration Director