AI and Experience Orchestration Director

Genesys•Durham, NC

11d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Job Summary: The AI and Experience Orchestration Director brings deep expertise in AI powered customer experience to account teams and clients, helping to translate client’s business goals into impactful AI use cases that deliver measurable outcomes and, in turn, helping to drive sales and adoption of Genesys native AI capabilities. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organizations to drive meaningful change. Joining Genesys means becoming part of a global team that is redefining how companies engage with our customers while fostering a collaborative and inclusive culture.

Requirements

Strong subject matter expertise in AI and customer experience technology, with excellent verbal and written communication skills
10 to 12 years of sales and/or presales experience in software, cloud, and/or AI-related domains
Experience with AI-powered customer experience and conversational AI solutions
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
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

Nice To Haves

Experience in sales overlay, specialist, and/or subject matter expert functions highly preferred

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 sales strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
Identify strategic priorities and develop AI-led opportunity pathways aligned to customer objectives
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
Serve as a trusted subject matter expert internally, and model best practice sales motions that elevate capabilities 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, prioritization 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
Ad-hoc duties as required by management