Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Overview:
Drive enterprise transformation by helping global organizations convert AI and customer experience strategy into measurable business outcomes across their Genesys Cloud investments. This role influences how leading brands design, orchestrate, and continuously optimize customer and employee experiences at scale. You will partner with executive stakeholders to shape multi year CX and AI strategies, aligning technology capabilities with revenue growth, operational efficiency, and customer loyalty objectives. At Genesys, we are transforming the customer experience landscape through AI driven innovation and empathy led design, and this role sits at the center of that mission. You will gain exposure to enterprise wide initiatives, executive decision making, and evolving AI capabilities that expand your strategic impact and career trajectory.

Key Responsibilities:

• Lead strategic advisory engagements that shape CX and AI transformation roadmaps across enterprise customers, aligning platform capabilities to measurable business outcomes

• Drive executive alignment by facilitating high impact workshops that define priorities, investment strategies, and long term experience orchestration plans

• Identify and expand AI adoption opportunities across self service, agent assist, workforce engagement, journey management, and analytics to improve performance and scalability

• Design actionable recommendations that increase customer satisfaction, reduce operational costs, and improve contact center efficiency through Genesys Cloud capabilities

• Partner with Customer Success Managers to influence account strategy, strengthen executive relationships, and accelerate platform adoption and expansion

• Translate complex business challenges into scalable experience strategies that improve journey outcomes and drive enterprise value realization

• Track and optimize value realization by measuring adoption, performance improvements, and evolving customer priorities

• Collaborate with cross functional teams including Sales, Product, Solution Consulting, and Professional Services to ensure recommendations are practical and aligned to customer maturity

Required Qualifications:

• Bachelor’s degree or equivalent professional experience

• 5 to 8 plus years of experience in customer experience, contact center strategy, customer success, management consulting, or digital transformation advisory roles

• Demonstrated success facilitating executive level workshops and influencing senior stakeholders

• Strong understanding of customer journey design, experience orchestration, and CX transformation principles

• Proven ability to influence without direct authority across complex organizations

• Strong analytical and problem solving capabilities with the ability to translate insights into strategic recommendations

• Excellent communication and presentation skills with experience engaging executive audiences

Preferred Qualifications:

• Experience with Genesys Cloud or enterprise contact center platforms

• Knowledge of AI technologies including conversational AI, agent assist, knowledge management, workforce engagement, or advanced analytics

• Experience developing business cases and ROI models for technology investments

• Background in consulting or advisory roles supporting large enterprise customers

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.  

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.