Director, Enterprise Sales, AI & Experience Orchestration (Overlay Team)-1
About The Position
Genesys Cloud Services, Inc. seeks a Director, Enterprise Sales, AI & Experience Orchestration in Menlo Park, California. Telecommuting is allowed, and domestic and international travel of at least 50% is required. The Director serves as a strategic AI overlay and thought leader across the Genesys sales organization, connecting technology, customer strategy, and revenue impact. The role leads cross-functional AI growth initiatives and works with field sales teams to accelerate AI adoption and revenue. It defines AI go-to-market programs for strategic industry verticals and enterprise segments, and partners with Product and Marketing to translate complex AI capabilities into customer business outcomes. The role guides customer AI transformation across Genesys Cloud CX, from reactive automation toward proactive, agentic experience orchestration. It also incubates and launches AI-driven products and features from ideation through market scaling, bridging R&D, Product, and Sales. As a customer and market evangelist, the Director advises executive stakeholders at Fortune 1000 customers and global brands, delivers keynotes, thought leadership sessions, and executive workshops, and represents Genesys at major AI and digital transformation forums worldwide. Internally, the Director coaches and enables sales teams on AI differentiation, data governance, and competitive positioning; works with AI Specialists and Product Management to improve sales readiness, objection handling, and AI ROI storytelling; and champions responsible AI, privacy-by-design, and human-in-the-loop governance. The position requires a bachelor’s degree in Computer Science, Artificial Intelligence, Machine Learning, or a related field and eight years of experience in a computer-related occupation. In lieu of the specified bachelor’s degree, the employer accepts two additional years of experience in a computer-related occupation. The role also has specified experience requirements in enterprise AI go-to-market, CCaaS capabilities, journey mapping, AI proof-of-concept/value engagements, commercialization and deal governance, product lifecycle support, and global work.
Requirements
- Bachelor’s degree in Computer Science, Artificial Intelligence, Machine Learning, or a related field, plus eight years of experience in a computer-related occupation; alternatively, two additional years of experience in a computer-related occupation may substitute for the specified bachelor’s degree.
- At least three years executing enterprise go-to-market for AI-enabled SaaS/CCaaS solutions, including developing sales plays, delivering field enablement and deal coaching, and presenting executive-level value narratives for large enterprise accounts.
- At least three years positioning and solutioning enterprise CCaaS capabilities across voice and digital channels, including AI-enabled automation and decisioning on Genesys Cloud or comparable platforms, using at least two of these areas: virtual agents/conversational AI, agent assist/copilot, predictive routing/engagement, and speech/text analytics.
- At least three years in customer-journey mapping and building experience-orchestration roadmaps that align AI automation, routing strategies, and operational workflows with measurable CX and operational outcomes in large enterprise contact centers.
- At least three years designing and leading AI proof-of-concept/proof-of-value engagements, including success criteria, measurement plans, and ROI/TCO business cases tied to KPIs such as containment, AHT/efficiency, CSAT, and conversion.
- At least three years supporting enterprise AI commercialization and deal governance, including technical sections of RFP/RFI responses and coordination with Legal/Commercial stakeholders on procurement requirements, SLAs, and commercial terms affecting AI deployment.
- At least two years supporting AI product lifecycle activities from market validation/pilots through launch enablement and scale, including integration planning with major cloud and partner ecosystems for enterprise AI deployments.
- Experience working globally with diverse teams, customers, and regulatory environments.
Responsibilities
- Serve as a strategic AI sales overlay and thought leader across the Genesys sales organization.
- Lead cross-functional AI growth initiatives and partner with field sales teams to accelerate AI adoption and revenue.
- Define and execute AI go-to-market programs aligned with strategic industry verticals and enterprise segments.
- Partner with Product and Marketing to translate AI capabilities into customer business outcomes.
- Guide customers on AI transformation across Genesys Cloud CX, including progression toward proactive, agentic experience orchestration.
- Incubate and launch AI-driven products and features from ideation through market scaling, connecting R&D, Product, and Sales execution.
- Identify and evangelize emerging AI trends, tools, and frameworks in conversational, generative, and agentic AI.
- Advise executive stakeholders at Fortune 1000 customers and global brands on AI transformation.
- Deliver keynotes, thought leadership sessions, and executive workshops for C-level audiences.
- Represent Genesys at AI and digital transformation forums worldwide.
- Coach and enable sales teams on AI differentiation, data governance, and competitive positioning.
- Partner with Genesys AI Specialists and Product Management to improve sales readiness, objection handling, and AI ROI storytelling.
- Champion responsible AI, privacy-by-design, and human-in-the-loop governance across customer engagements.
- Support enterprise AI commercialization and deal governance, including technical sections of RFP/RFI responses and coordination with Legal and Commercial stakeholders on procurement requirements, SLAs, and commercial terms.
- Design and lead AI proof-of-concept and proof-of-value engagements, including success criteria, measurement plans, and ROI/TCO cases tied to KPIs.
- Support AI product lifecycle activities from market validation and pilots through launch enablement and scale, including integration planning with cloud and partner ecosystems.
Benefits
- Medical, dental, and vision insurance
- Telehealth coverage
- Flexible work schedules and work-from-home opportunities
- Development and career growth opportunities
- Open Time Off
- 10 paid holidays
- 401(k) matching program
- Adoption assistance
- Fertility treatments
- Paid volunteer time
- Well-being resources and regionally tailored programs for employees and their families
- Mentorship, learning programs, leadership development, and education support
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What This Job Offers
Job Type
Full-time
Career Level
Director
