Jobs at Genesys

Manage provisioning, activation, onboarding, compliance validation, troubleshooting, and operational support for global SMS and digital messaging services. Coordinate with customers, carriers, aggregators, vendors, Product, Engineering, and Support teams to resolve delivery and throughput issues. Maintain documentation, track vendor escalations, improve onboarding workflows, and ensure messaging programs meet TCPA, CTIA, carrier, and regional regulatory requirements.

Lead enterprise adoption of Agentic AI across Genesys Cloud, designing scalable architectures, integrations, data flows, proofs of concept, and production solutions. Translate business objectives into measurable customer experience and operational outcomes, advise executive stakeholders, optimize AI solutions after launch, and promote responsible AI practices involving security, privacy, HIPAA, and PCI compliance.

Develops customer-specific technology solutions by leading discovery workshops, identifying business needs, defining solution roadmaps, creating customized demonstrations, and advising customers through implementation. The role requires strong communication, knowledge of IT concepts, software standards, databases, networking, cloud and SaaS environments, plus the ability to address security needs. Candidates should have a bachelor's degree, five or more years of experience, and be willing to travel up to 50%.

Leads strategic enterprise customer partnerships, driving adoption, retention, expansion, advocacy, and measurable value realization for AI-powered customer experience solutions. Owns customer success plans, executive business reviews, risk mitigation, and account growth while coordinating Sales, Services, Renewals, and Onboarding teams. Translates technical capabilities into business value and influences customer and territory strategies through data-driven insights.

Lead enterprise AI transformation as a strategic advisor and architect: define AI strategy, design scalable Agentic AI and orchestration solutions, integrate LLMs and enterprise systems, guide customers from experimentation to production, ensure governance and responsible AI, drive KPI-based value realization and continuous optimization across large organizations.

Designs and deploys production-ready AI solutions for strategic enterprise customers using Genesys Cloud, agentic AI, conversational AI, automation, data, and integrations. Leads discovery, architecture, prototyping, deployment, optimization, governance, and value realization. Advises executive stakeholders, connects technical decisions to business KPIs, develops reference architectures, guides responsible AI practices, and builds customer capability across complex enterprise environments.

Own the strategy, definition, and delivery of AI-powered messaging experiences across Web Messaging, Mobile Messaging, WhatsApp, and other channels. Translate customer problems into scalable generative AI, conversational AI, and automation products; use customer insights and production data to prioritize investments; and influence roadmaps across AI, Messaging, Digital Platform, Engineering, Design, Sales, and Customer Success. Drive use cases from experimentation through production adoption and enterprise scale.

Leads enterprise solution strategy, architecture, discovery, AI-powered customer experience design, demonstrations, pilots, and executive engagements. Translates technical capabilities into business outcomes, prototypes solutions using prompt engineering and APIs, builds scalable architectures, and integrates cloud platforms and third-party systems. Coaches partners, manages complex initiatives, documents technical proposals, influences product strategy, and provides thought leadership in AI-driven customer experience orchestration.

Leads activation and amplification of customer stories and proof through integrated, multi-channel marketing campaigns. Develops campaign models, content portfolios, and playbooks; coordinates customer content for major events; partners with digital, social, communications, field marketing, events, campaigns, sales, and customer success teams; manages cross-functional workstreams; and defines KPIs to measure reach, engagement, reuse, field utilization, and business impact.

Leads content marketing for Customer Success, Professional Services, and Orchestrators. Develops web copy, blogs, thought leadership, executive and analyst presentations, sales materials, customer stories, video scripts, and field content. Translates complex AI, technology, and services concepts into compelling narratives, supports campaigns, guides creative partners, equips sales teams, and measures content performance. This hands-on role collaborates with executives, subject matter experts, customers, campaigns, and program leaders to increase visibility, engagement, and adoption.

Designs production-ready enterprise AI architectures for customer experience use cases, including LLMs, RAG, orchestration, tools, agentic AI, integrations, governance, evaluation, and observability. Leads presales discovery, demonstrations, prototypes, pilots, and value assessments while advising executive stakeholders. Partners with sales, Professional Services, Product Management, and Engineering to validate scalable solutions, influence product direction, and develop reusable field enablement assets.

Own the professional services sales cycle for mid-market customers, including solution shaping, proposals, statements of work, pricing, deal closure, and account expansion. Partner with account executives, delivery, product, and leadership teams to align services with customer outcomes, platform adoption, AI expansion, and transformation goals. Build customer relationships, manage concurrent opportunities, and position services within the CCaaS and UCaaS ecosystem.

Lead design, build, and scaling of Agentic AI and industry-specific solution accelerators on Genesys Cloud. Develop reusable multi-agent workflows, RAG-based knowledge orchestration, integrations with enterprise systems, prototypes, and production-grade AI applications. Provide technical leadership, mentor engineers, collaborate with product and industry SMEs, and deliver repeatable solution blueprints to accelerate deployment and time-to-value.

Lead Americas order management and billing operations to ensure accurate, SOX-compliant Quote-to-Cash execution. Manage a distributed team, monitor KPIs, resolve complex order and billing issues, drive automation and process improvements, partner cross-functionally, and support month/quarter/year-end close activities.

Lead and deliver enterprise AI-powered customer experience solutions: architect, implement, support and operate Genesys Cloud AI/experience orchestration for large customers, driving AI production adoption and operational excellence across engagements.