AI & Experience Orchestration Director
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Key skills for this role
About the Role
Genesys seeks an AI & Experience Orchestration Director to lead strategic engagements, driving adoption of AI-powered customer experience solutions. The role requires deep expertise in AI, pre-sales, and customer experience technology, with 10-12 years of experience in software, cloud, or AI roles.
Key Skills for This Role
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 deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
- Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
- Serve as trusted subject matter expert and model best practice sales motions
- 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, prioritisation frameworks, and pilot opportunities
- Act as the voice of the customer by capturing insights and partnering with cross functional teams
Requirements
- Strong subject matter expertise in AI, pre sales, and customer experience technology
- 10 to 12 years of experience in software, cloud, or AI related roles
- Proven capability in AI powered customer experience and conversational AI solutions
- Ability to influence without direct authority and collaborate effectively
- Experience coordinating and executing AI proofs of concept
- Effective presentation skills with ability to serve as compelling subject matter expert
- Ability to manage multiple concurrent work streams
Full Job Posting
Job Summary
- The AI and Experience Orchestration Director leads strategic engagements, working closely with core account teams to accelerate adoption of Genesys native AI and Experience Orchestration capabilities.
- This role brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.
Key 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 deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
- Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
- Serve as a trusted subject matter expert and model best practice sales motions that elevate capability 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, prioritisation 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
- Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives
- Ad hoc duties as required by management
Minimum Experience
- Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills
- Experience in sales overlay, specialist, or subject matter expert functions
- 10 to 12 years of experience in software, cloud, or AI related roles
- Proven capability in AI powered customer experience and conversational AI solutions
- Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
- Experience coordinating and executing AI proofs of concept
- 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
Desirable Skills
- Experience selling leading AI solutions for customer experience or contact centre transformation
About Genesys
- Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
- With agentic AI at its core, Genesys Cloud is the AI Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Cultural Values
- Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues and clients.
- Fly in formation: We are team players in everything we do, working with and through our assigned AEs, managers, and other colleagues.
- Go big: We are experts in AI and change agents within Genesys, challenging colleagues, clients, and ourselves to think and act boldly.
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