Director, AI-Powered Customer Experience Orchestration

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

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.