Senior Director, Experience Acceleration

Genesys•Menlo Park, NC

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. Senior Director, Experience Acceleration Overview As the Senior Director, Experience Acceleration , you will define and lead the strategy, platforms, and scalable capabilities that accelerate technical and demo experiences across the Global Solutions Consulting organization. This role owns the ecosystem of demo platforms, reusable storytelling assets, digital engagement tools, and pre-sales acceleration systems empowering Solutions Consultants and Partners worldwide. You will architect a modern, intelligent experience acceleration framework that enables dynamic storytelling, scalable demo infrastructure, digital engagement distribution, and data-driven technical validation across the buyer journey. By integrating automation, cloud-native infrastructure, and an intelligence layer across reusable assets and technical enablement tools, you will ensure consistent, high-impact experiences that accelerate pipeline progression, differentiate Genesys in competitive cycles, and improve technical win velocity at scale. This is a strategic leadership role requiring visionary thinking, operational rigor, and the ability to align global stakeholders around a bold, future-state technical engagement strategy.

Requirements

Located in North America (U.S. or Canada)
Bachelor’s degree in a technical or related field; advanced degree preferred
10+ years of experience in Solutions Consulting, demo strategy, technical sales engineering, solutions architecture, or related technical leadership roles
5+ years leading high-performing technical, platform, or Solutions Consulting teams
Proven experience owning and scaling demo environments, technical platforms, or pre-sales enablement ecosystems in a global organization
Strong understanding of AI, CCaaS, Customer Experience, and Digital transformation domains
Experience operating or supporting scalable cloud-based environments preferred
Experience driving automation, standardization, and reuse across technical or pre-sales workflows
Strong executive communication and stakeholder alignment skills
Strategic thinker with the ability to translate vision into operational execution
Experience with Salesforce, ServiceNow, and enterprise SaaS ecosystems is highly desirable
Results-driven with a focus on measurable business impact

Responsibilities

Own the Experience Acceleration Ecosystem
Serve as the executive owner of all demo platforms, including Genesys Demo, and broader pre-sales acceleration tools supporting Solutions Consultants and Partners globally.
Define and evolve a scalable platform and infrastructure strategy spanning interactive demo environments, digital demo distribution, and reusable technical engagement assets.
Ensure alignment and integration across live demo experiences, digital engagement tools, and supporting SC systems to create a cohesive ecosystem.
Establish governance, lifecycle management, performance standards, and scalability frameworks across the experience acceleration stack.
Develop measurable KPIs tied to adoption, efficiency, reuse, digital engagement effectiveness, and technical win impact.
Evolve Genesys Demo & the Technical Engagement Ecosystem
Define and champion a forward-looking vision for AI-native demo and technical engagement experiences that adapt dynamically to industry, persona, and opportunity context.
Lead the continued evolution of Genesys Demo and the broader engagement ecosystem across live, interactive, and digital channels.
Design and implement an intelligence layer across reusable demo assets and supporting SC tools — enabling guided flows, contextual personalization, and scalable expertise.
Build modular, composable architectures that accelerate creation of verticalized, partner-ready, and persona-based experiences.
Build and Execute the Vision
Develop and communicate a multi-year roadmap aligned to product innovation, AI advancements, sales acceleration priorities, and market differentiation.
Translate strategy into clear execution milestones with measurable business outcomes.
Drive modernization initiatives including automation-first provisioning, reusable frameworks, scalable deployment models, and improved digital engagement capabilities.
Ensure the experience acceleration ecosystem evolves in lockstep with product roadmap priorities and go-to-market strategy.
Lead and Scale a High-Performance Team
Build, lead, and inspire a high-performing team focused on demo platforms, technical enablement, and experience acceleration capabilities.
Provide mentorship, strategic guidance, and performance coaching.
Establish best practices and scalable processes across platform ownership, asset reuse, and tool optimization.
Foster a culture of innovation, experimentation, and continuous improvement.
Champion Global Alignment and Continuous Optimization
Partner directly with regional Solutions Consulting and Partner leaders to introduce new capabilities and drive global adoption.
Establish structured feedback loops to continuously optimize tools, workflows, asset libraries, and digital engagement experiences.
Act as the strategic bridge between field teams and Product/Engineering to ensure experience acceleration capabilities evolve alongside product innovation.
Provide executive leadership with regular reporting on platform performance, adoption trends, scalability improvements, and measurable business impact.