Director, AI-Driven Customer Experience Orchestration

8300 United Kingdom - Genesys Telecommunications Laboratories - Europe Limited; United Kingdom; On-site; GBP 120,000 - 160,000; Full time

Job summary

Genesys is transforming the customer experience landscape with AI-powered orchestration. We seek an AI and Experience Orchestration Director to bring innovative AI solutions to core account teams and clients, driving strategic growth across industries.

You will influence deal strategy, engage with senior leaders, and lead programs across the AI portfolio, including sales campaigns and enablement, while shaping AI use cases and customer workshops.

Qualifications

• Strong subject matter expertise in AI, pre sales, and customer experience technology.
• 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.

Responsibilities

• 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.

Skills

AI expertise

Pre-sales

Customer experience tech

Executive engagement

AI proofs of concept

Job description

Genesys is transforming the customer experience landscape with AI-powered orchestration. We seek an AI and Experience Orchestration Director to bring innovative AI solutions to core account teams and clients, driving strategic growth across industries.

You will influence deal strategy, engage with senior leaders, and lead programs across the AI portfolio, including sales campaigns and enablement, while shaping AI use cases and customer workshops.