Senior Director, AI-Powered Experience Orchestration

Genesys Cloud Services, Inc.; Chicago (IL); On-site; USD 134,000 - 236,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Telehealth

Flexible work schedules

Work from home opportunities

401(k) matching

Adoption assistance

Fertility treatments

Holidays

Job summary

Genesys is seeking an AI and Experience Orchestration Director to drive AI-powered customer experience initiatives for enterprise clients in a global team. You will lead discussions with senior stakeholders, influence deal strategies, and coordinate across marketing, product, and services to shape opportunities and pilots.

The role demands 10–12 years in software/AI roles, strong communication, and a proven track record delivering AI-based customer experiences at scale.

Qualifications

• 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.

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.

Skills

AI expertise

Senior stakeholder engagement

Sales overlay

AI proofs of concept

Territory planning

Cross-functional collaboration

Presentations

Strategic deal guidance

Job description

Genesys is seeking an AI and Experience Orchestration Director to drive AI-powered customer experience initiatives for enterprise clients in a global team. You will lead discussions with senior stakeholders, influence deal strategies, and coordinate across marketing, product, and services to shape opportunities and pilots.

The role demands 10–12 years in software/AI roles, strong communication, and a proven track record delivering AI-based customer experiences at scale.