AI Transformation Engagement Lead, CX Advisory

Genesys

AI Transformation Engagement Lead shaping AI strategies for Genesys customers through AI-driven innovations. Collaborating cross-functionally to deliver impactful Customer Experience upgrades.

Posted 5/9/2026full-timeRemote • Texas • 🇺🇸 United StatesSenior💰 $135,600 - $238,600 per yearWebsite

About the role

Key responsibilities & impact

Lead AI Transformation initiatives, ensuring customer success throughout the consulting lifecycle, from pre-sales activities to delivery and post-implementation support.
Develop tailored AI strategies and solutions by understanding customers’ business challenges, goals, and operational contexts.
Act as a trusted advisor for customer experience (CX) and AI innovation, defining and delivering measurable KPIs and strategic roadmaps.
Facilitate design thinking workshops and work sessions to define AI opportunities, solutions, and transformation roadmaps.
Analyze data and customer processes to provide strategic AI recommendations that drive measurable impact.
Establish clear success metrics and measurement frameworks to quantify business outcomes and value realization.
Translate results into compelling customer and internal success narratives that demonstrate measurable impact.
Collaborate with Genesys product, engineering, and delivery teams to ensure the seamless integration of AI solutions into the Genesys platform.
Build and refine repeatable AI advisory and transformation frameworks, with an emphasis on scalable and industry-specific solutions.
Identify and assess emerging trends in AI technologies and provide thought leadership to shape Genesys’s AI strategy and offerings.
Partner with cross-functional teams (e.g., Product, Sales, Marketing) to position Genesys’s AI capabilities as a competitive differentiator in the market.
Contribute to the creation of sales collateral, thought leadership materials, and AI success stories to drive business growth.
Support RFP responses, SOW development, and other pre-sales activities to drive the adoption of AI solutions.
Identify expansion opportunities within existing engagements by linking measurable outcomes to additional AI use cases and strategic initiatives.
Serve as a subject matter expert (SME) on AI transformation, delivering actionable insights and recommendations to executive stakeholders.
Collaborate with internal and external stakeholders to champion ethical AI practices, ensuring solutions are secure, compliant, and aligned with customer needs.
Actively contribute to the Genesys community and industry forums, sharing best practices and innovative approaches to AI in CX.

Requirements

What you’ll need

A bachelor’s degree (business or STEM focus preferred); relevant masters is a bonus
10+ years of relevant experience, preferably in management consulting, AI strategy and transformation, or SaaS value consulting role in an analytical environment
Proven track record in delivering large-scale AI-driven initiatives within enterprise environments.
Deep understanding of AI technologies, including machine learning, natural language processing, automation, and analytics.
Familiarity with AI integration into SaaS platforms, especially in contact center or CX transformation settings.
Experience with designing and deploying AI-based solutions to improve customer and operational outcomes.
Strong ability to define and execute AI roadmaps that align with business objectives.
Proven ability to influence C-suite executives, align cross-functional stakeholders, and drive executive-level decisions that accelerate AI adoption and value realization.
Strong ability to use data storytelling techniques to translate technical insights into actionable business recommendations.
Proficiency in creating impactful presentations using tools such as Excel, PowerPoint, and data visualization platforms.
Advanced analytical skills with proficiency in organizing and analyzing significant data
Exceptional relationship-building skills with the ability to communicate complex AI concepts clearly to both technical and non-technical audiences.
Eagerness to stay updated on the latest AI trends and integrate them into Genesys’s service offerings.
Flexibility to support broader domains within the CX Advisory Consulting practice as part of comprehensive services needed during crucial team delivery times.

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

AI strategymachine learningnatural language processingautomationanalyticsAI integrationdata storytellingdata analysisAI-based solutionsAI roadmaps

Soft Skills

relationship-buildingcommunicationinfluencecollaborationflexibilityleadershipstrategic thinkingproblem-solvingcustomer successthought leadership