Sr. AI and Experience Orchestration Director

Genesys; Madrid; Presencial; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Great benefits and perks

Independence to make an impact

Descripción de la vacante

A leading technology firm seeks a Senior AI and Experience Orchestration Director in Madrid. The ideal candidate has a strong background in AI and customer experience, with over 12 years of experience. Responsibilities include engaging with leaders on AI discussions and running workshops on AI Use Cases. Candidates should have proven sales experience, coordination abilities, and fluency in Spanish and English. This position offers full-time employment in a collaborative environment.

Formación

• Proven experience in AI-powered customer experience.
• Strong coordination skills on developing and running AI PoC's.
• Ability to manage multiple work streams simultaneously.

Responsabilidades

• Engage with business leaders to discuss AI applications.
• Partner with core account executives for territory planning.
• Run Customer Workshops focused on AI Use Cases.
• Provide subject-matter expertise and presence to differentiate Genesys in opportunities and to model methods for AEs (upselling).
• Support positioning, presentations, pricing, proposals, and other work products related to the Genesys AI portfolio.
• Lead Customer Workshops focused on developing AI Use Cases and Pilots.
• Be the voice of the customer with cross-functional teams (marketing, product, professional services).
• Identify priorities and Use Cases to develop AI opportunities.

Conocimientos

AI expertise

Sales experience

Fluency in Spanish and English

Presentation skills

Critical thinking

Territory strategy

Multitask management

Spanish-English fluency

Descripción del empleo

Sr. AI and Experience Orchestration Director

Genesys Madrid, Community of Madrid, Spain

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people worldwide who embrace empathy and cultivate collaboration to succeed. While offering great benefits and perks, our employees have independence to make a larger impact and take ownership of their work. Join the team and create the future of customer experience together.

Do you have a passion for creating amazing customer experiences using the latest AI‑powered software capabilities? As a Senior AI and Experience Orchestration Specialist focused on the Genesys native AI and Experience Orchestration portfolio, you will bring innovative solutions like Genesys Agentic AI to core account teams and our clients.

This is a critical focus area for clients of all industries and sizes, and it is a strategic growth area for Genesys. We are looking for individuals with subject‑matter expertise in AI‑powered customer experience, a proven track record of overachievement, and a strong drive to win!

Key Job Responsibilities (what we do)

• Previous deep experience in AI to be able to have detailed AI discussions with both Technical and Business leaders
• Partner with core account executives (AEs) and sales management on territory and account planning, pipeline generation, opportunity management, and forecasting to exceed overall and portfolio‑specific sales targets
• Ensure follow‑through on plays and programs related to the Genesys AI portfolio in the field (sales campaigns, enablement programs / certifications, etc.)
• Show up with subject‑matter expertise and presence to differentiate Genesys in opportunities and to model desired methods for AEs (upskilling)
• Provide hands‑on support with positioning, presentations, pricing, proposals, and other key work products related to the Genesys AI portfolio
• Run point on Customer Workshops that are focused on developing AI Use Cases and Pilots
• Be the voice of the customer and the field with relevant cross‑functional teams (marketing, product, professional services, etc.)
• Take a lead to identify Priorities and Use Cases to develop AI opportunities

Key Cultural Values (how we do it)

• Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues 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.

Requirements

• A strong SME in AI and Pre Sales with excellent written and oral skills
• Experience in sales overlay or subject matter expert roles
• 12+ years of relevant professional experience in Software / Cloud / AI
• Proven experience and expertise in AI‑powered customer experience with an AI‑First mindset
• Demonstrated ability to lead through influence as well as direct authority, partnering with colleagues to drive outcomes collaboratively
• Strong coordination skills on developing and running AI PoC’s
• Demonstrated ability to create effective territory and account strategies / plans
• Strong critical thinking and communication skills
• Fluency in both Spanish and English. Knowledge of Portuguese and/or Italian will be considered a plus
• Effective presentation skills (ability to serve as a compelling subject matter expert)
• Ability to prioritize as well as manage multiple work streams at once (many in‑flight opportunities across multiple sales teams)

Desirable Skills

• Hands‑on experience selling leading AI solutions within the customer experience / contact center market

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit https://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 [e-mail].

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.

Equal Employment Opportunity

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Seniority level

Director

Employment type

Full‑time

Job function

Other

Industries

IT Services and IT Consulting and Software Development