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Job description
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Role Overview
This role shapes how enterprises adopt and scale AI to transform customer experience outcomes across Genesys Cloud. You will operate as a strategic and technical leader, translating complex business challenges into AI-driven solutions that improve customer engagement, operational efficiency, and measurable performance. At Genesys, we are redefining customer experience through empathy and AI innovation, helping organizations deliver more human, connected interactions at global scale.
You will own the end-to-end lifecycle of Agentic AI orchestration, from discovery through continuous optimization, directly influencing enterprise AI strategy and execution. Partnering with senior stakeholders, you will align AI initiatives to business KPIs, ensuring every solution delivers tangible impact such as improved containment, reduced cost to serve, or increased customer satisfaction. Your work will help organizations move beyond experimentation into sustained, enterprise-wide transformation.
This role offers exposure to advanced AI capabilities, including virtual agents, copilots, and orchestration frameworks, within complex, multi-system environments. You will collaborate across product, engineering, and customer teams to accelerate innovation while maintaining governance, scalability, and long-term value realization.
Key Responsibilities
Lead end-to-end delivery of Agentic AI solutions that improve customer experience metrics and operational performance
Translate business objectives into scalable AI architectures that drive automation, efficiency, and measurable ROI
Design integration patterns and data flows that enable seamless orchestration across channels, platforms, and enterprise systems
Drive alignment across customer stakeholders and internal teams to accelerate AI adoption and ensure successful outcomes
Deliver rapid POCs and MVPs using Genesys Cloud AI capabilities, enabling faster time to value and scalable production deployment
Optimize AI solutions post-launch through continuous iteration, improving accuracy, performance, and business impact
Influence customer AI strategies by advising on architecture, platform capabilities, and long-term transformation roadmaps
Champion responsible AI practices, ensuring compliance with security, privacy, and regulatory standards such as HIPAA and PCI
Required Qualifications
8+ years of experience delivering CX, CRM, or AI-driven solutions in enterprise environments
Strong expertise in cloud platforms such as AWS, Azure, or GCP, including experience with distributed architectures
Proven experience with APIs, data pipelines, and modern integration patterns such as REST, JSON, and event-driven systems
Demonstrated ability to translate business requirements into scalable technical solutions with measurable outcomes
Experience working with conversational AI, NLP, or AI-powered customer experience platforms
Strong stakeholder engagement skills, including experience working with executive-level audiences
Ability to operate independently in fast-paced, ambiguous environments
Solid understanding of data governance, security, and compliance frameworks
Preferred Qualifications
Experience with Genesys Cloud or other contact center platforms
Familiarity with LLM integrations, agent-assist technologies, or AI orchestration frameworks
Experience with customer journey mapping and omnichannel experience designBackground in industries such as Financial Services, Healthcare, Insurance, Retail, or Public Sector
Experience supporting large-scale digital transformation or enterprise AI adoption initiatives
Compensation
$134,300.00 - $236,100.00
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
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work
Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families
Recognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys
About Genesys
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. 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
Reasonable Accommodations
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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.
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Who can apply
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