AI and Experience Orchestration Director

Genesys; California (MO); Hybrid; USD 134,000 - 236,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Telehealth

Flexible schedules

Work from home

Career growth

Paid holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys is seeking an AI and Experience Orchestration Director to drive the native AI and Experience Orchestration portfolio with strategic accounts and clients. You will bring deep expertise in AI-powered customer experience and engage with senior leaders to shape opportunities and deals.

The role emphasizes cross-functional collaboration with marketing, product, and services, and involves leading workshops, crafting proposals, and guiding sales motions to accelerate growth across industries.

Qualifications

• Strong subject matter expertise in AI, sales, pre-sales, consultancy, and customer experience technology.
• Experience in sales overlay, specialist, or subject matter expert functions.
• 10–12 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.

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.
• Lead the 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.

Skills

AI expertise in CX

Enterprise sales

Leadership & presentation

Stakeholder management

Job description

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.

Job Description

As an AI and Experience Orchestration Director focused on the Genesys native AI and Experience Orchestration portfolio, you will bring innovative solutions to Genesys 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, exceptional presentation skills, and a strong drive to win!

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
• Lead the 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, Sales, pre-sales, consultancy, 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

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.

$134,000.00 - $235,600.00

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

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.

Be the one building what's next - where AI, experience and impact come together.

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

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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.

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