Jobs at Genesys

Lead enterprise solution architecture for AI-powered customer experience platforms. Own voice, networking, VDI, AWS, API, integration, RAG, and agentic AI architectures while guiding technical discovery, demonstrations, pilots, and value assessments. Partner with customers, sales, Product Management, Engineering, and Professional Services to deliver secure, scalable, resilient solutions. Influence product direction and enable solution consultants, partners, and account teams through reusable blueprints, training, workshops, and technical support.

Leads competitive and market intelligence for AI, CX, CCaaS, and WEM markets. Analyzes competitor strategy, pricing, partnerships, win/loss data, customer insights, and market shifts to produce recommendations for Product, Marketing, and Sales. Creates battlecards, competitive plays, briefings, and enablement materials, while using AI tools to accelerate research and synthesis. Measures intelligence impact on deals and supports strategic decisions across the organization.

Leads enterprise AI transformation initiatives for strategic customers, advising executives, designing scalable AI architectures, and guiding deployments from experimentation through production and adoption. The role covers Agentic AI, customer experience orchestration, cloud platforms, integrations, responsible AI governance, value realization, and continuous optimization. It also develops reusable frameworks, establishes AI Centers of Excellence, coordinates cross-functional teams, and influences Genesys AI strategy through customer insights and industry thought leadership.

Leads enterprise AI transformation for strategic customers, advising executives, defining AI roadmaps, and designing scalable solutions across agentic AI, automation, analytics, cloud, and customer experience platforms. Guides initiatives from experimentation through production and adoption, establishes governance and responsible AI frameworks, drives measurable business outcomes, and coordinates cross-functional delivery teams. The role also develops reusable methodologies, supports AI Centers of Excellence, influences product strategy, and represents Genesys through executive briefings, thought leadership, and industry engagement.

Designs and delivers production-ready AI solutions for strategic enterprise customers using Genesys Cloud, conversational AI, automation, data, and integrations. Leads discovery, architecture, prototyping, deployment, optimization, governance, and value realization while advising executives and technical leaders. The role develops reference architectures, integrates CRM, ERP, cloud, and data ecosystems, supports responsible AI practices, and helps customers scale agentic orchestration and omnichannel customer experience solutions.

Designs and delivers production-ready AI solutions for strategic customers using Genesys Cloud, agentic AI, conversational AI, automation, data, and enterprise integrations. Leads discovery, architecture, prototyping, deployment, optimization, governance, and value realization while advising executive stakeholders. Builds reference architectures, integrates CRM and cloud ecosystems, guides responsible AI practices, and enables customer teams to adopt and expand AI-powered customer experience solutions.

Designs, develops, tests, and delivers customized digital bots, generative AI bots, and agentic virtual agents for enterprise customers. Responsibilities include bot-flow architecture, routing application development, integrations, customer workshops, effort estimation, Agile leadership, testing, UAT and QA support, technical consulting, solution demonstrations, training, knowledge transfer, and leading delivery. The role requires extensive CCaaS, bot, webhook, IVR, speech recognition, and customer-facing consulting experience.

Build AI-assisted UX workflows, prototypes, and integrations that improve design operations. Translate technical capabilities into practical guidance for designers and researchers, document effective AI practices, connect tools through APIs and MCPs, and determine when automation is appropriate. Partner with Design Systems, Product, Engineering, and UX teams to reduce manual work and scale repeatable design practices.

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.

Designs, develops, tests, deploys, and supports customized digital and voice bots, generative AI bots, and agentic virtual agents. Leads customer workshops, bot-flow architecture, integrations, routing applications, testing, UAT, delivery, knowledge transfer, and technical consulting. Partners with product owners, Scrum Masters, customers, vendors, and technical teams while leading SS&AI initiatives and providing estimates, training, and feedback on Genesys products and APIs.

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.

Leads and develops a North American specialist overlay sales team focused on AI-powered customer experience and orchestration solutions. Establishes operating models with Account Executives, drives AI sales motions, supports strategic enterprise opportunities, coaches consultative selling, and partners with sales leadership and cross-functional teams to improve go-to-market execution, messaging, enablement, and revenue growth.

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 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.

Leads Genesys’ AI product marketing strategy, including positioning, messaging, competitive differentiation, go-to-market programs, launches, customer proof, analyst engagement, and seller enablement. Partners with Product, Engineering, Sales, Customer Success, and Marketing to translate complex AI capabilities into compelling enterprise value. Represents Genesys externally as an AI thought leader and builds and develops a high-performing product marketing team while measuring impact across pipeline, adoption, seller effectiveness, competitive wins, and market perception.

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 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.