AI and Experience Orchestration Director

Genesys-; Menlo Park (CA); Hybrid; USD 134,000 - 236,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Flexible schedule

Work from home

401(k) matching

Job summary

Genesys is seeking an AI and Experience Orchestration Director to drive AI-powered customer experiences and orchestration across core accounts. You will engage senior stakeholders, shape deal strategy, and lead workshops to define AI use cases and pilot opportunities.

Join a global team building AI-powered workflows that connect data, systems and people, with a focus on measurable outcomes and customer value. Flexible work options are available in a dynamic, inclusive culture.

Qualifications

• Strong subject matter expertise in AI-powered customer experience and related technology.
• Experience in sales overlay, specialist, or SME functions.
• Excellent verbal and written communication with senior leaders (C-level).

Responsibilities

• Demonstrate advanced expertise in AI and lead discussions with stakeholders.
• Influence deal strategy and coordinate with account executives across territory.
• Lead positioning, pricing, proposals and materials for Genesys AI offerings.
• Lead customer workshops to shape use cases and pilot opportunities.

Skills

AI expertise

Sales expertise

Pre-sales

Customer experience

Job description

locationsMenlo Park, CA, USACalifornia, USAMenlo Park (Flexible)time typeFull timeposted onPosted Yesterdayjob requisition idJR112407Be 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 stakeholdersEngage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teamsInfluence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecastingDrive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiativesServe as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider teamLead the positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience OrchestrationLead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunitiesAct as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional servicesIdentify strategic priorities and develop AI led opportunity pathways aligned to customer objectivesAd-hoc duties as required by managementKey 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 skillsExperience in sales overlay, specialist, or subject matter expert functions10 to 12 years of experience in software, cloud, or AI-related rolesProven capability in AI-powered customer experience and conversational AI solutionsAbility to influence without direct authority and collaborate effectively with colleagues to drive outcomesExperience coordinating and executing AI proofs of conceptAbility to create effective territory and account strategies that support growth objectivesStrong critical thinking, problem-solving, and communication skillsEffective presentation skills with the ability to serve as a compelling subject matter expertAbility to manage multiple concurrent work streams and support numerous in-flight opportunities across teamsDesirable Skills:Experience selling leading AI solutions for customer experience or contact centre transformationCompensation: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 - $235,600.00Benefits:Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits.Working at GenesysAI 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 ApplyAfter 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 ConnectedStay 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 ReferralIf 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. 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: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] 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.