AI and Experience Orchestration Director

Genesys; United States; On-site; USD 134,000 - 236,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Telehealth

Flexible work schedules

Career growth opportunities

Open time off & 10 holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking an AI and Experience Orchestration Director based in California to lead strategic engagements and accelerate adoption of Genesys native AI and Experience Orchestration capabilities. You will translate business goals into impactful AI use cases, driving measurable outcomes and shaping the future of customer experience with empathy and innovation.

The role requires deep expertise in AI-powered customer experience, conversations, and cross-functional collaboration with sales,

Qualifications

• Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills.
• 10 to 12 years of experience in software, cloud, or AI related roles.
• Experience in sales overlay, specialist, or subject matter expert functions.
• 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 discussions with technical and business stakeholders.
• Engage with senior and C-level leaders and orchestrate complex opportunities across teams.
• Influence deal strategy 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 across the wider team.
• Provide hands on support for positioning, presentations, pricing, proposals, and other key materials.

Skills

AI

Customer Experience

Conversational AI

Sales campaigns

Presentation skills

Pipeline creation

Opportunity progression

Forecasting

Critical thinking

Job description

AI and Experience Orchestration Director

Experience: 10 to 12 years

Location: California, USA

Skills: AI, customer experience, conversational AI, sales campaigns, presentation skills, pipeline creation, opportunity progression, forecasting, critical thinking

Company Overview

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 across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Summary

The AI and Experience Orchestration Director leads strategic engagements, working closely with core account teams to accelerate adoption of Genesys native AI and Experience Orchestration capabilities. This role brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes. 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

• 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
• 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, pre sales, 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

Click here to view a summary overview of our Benefits.

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 [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.

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.