Genesys

Artificial Intelligence

• Lead, coach, and develop a team of AI and Experience Orchestration Directors (individual contributors) operating as specialist overlay sellers
• Establish clear operating models that define how AI specialists work with and through core Account Executives on accounts and opportunities – as well as drive autonomous activities and sales cycles in accounts where appropriate
• Drive consistent execution of AI focused sales motions that support pipeline and revenue goals
• Partner with subregional direct sales leadership to align AI specialist coverage, priorities, and engagement models
• Ensure AI specialists effectively translate customer business challenges into AI-driven use cases, measurable outcomes, and value narratives
• Model effective executive presence, thought leadership, and consultative selling techniques in customer and internal engagements, setting the standard for specialist sellers
• Support complex, strategic enterprise opportunities by engaging with senior customer stakeholders alongside Genesys sales leadership and specialist sellers
• Monitor AI market trends, competitive dynamics, and customer feedback to continuously evolve specialist enablement, messaging, and sales approach
• Collaborate cross functionally with Product, Marketing, Enablement, Customer Success, and Professional Services to bring customer insights back into the organization –leveling up the field and continuously improving Genesys go-to-market effectiveness

Director, AI – Experience Orchestration Sales

AI Engineer

• Design AI solutions for customer experience use cases, including self-service, agent assistance, journey management, and back-office automation.
• Support solution designs that combine LLMs, deterministic workflows, tools, orchestration layers, fallback strategies, and human handoff patterns.
• Support retrieval-augmented generation, knowledge, and content strategies that help ground AI responses in trusted enterprise data.
• Assist with approaches for content structure, chunking, retrieval, relevance, and freshness while balancing performance, latency, and governance considerations.
• Help define AI evaluation approaches and quality measurement strategies for customer-facing AI experiences.
• Support the creation of test sets, feedback loops, and success metrics tied to accuracy, containment, customer satisfaction, business impact, and adoption.
• Assist in designing contextual AI experiences that use real-time data, conversation state, customer information, interaction history, and external signals to create more relevant and personalized customer and employee experiences.
• Support solution design decisions related to scalability, latency, reliability, and cost efficiency in enterprise environments.
• Help evaluate trade-offs across model selection, caching, orchestration, architecture patterns, and production-readiness considerations.
• Leverage strong working knowledge of Genesys AI capabilities to articulate and demonstrate product value to customers and prospects.
• Support presales activities including technical discovery, solution design, product demonstrations, sandbox and trial engagements, AI integration guidance, and value assessments.
• Design and deploy AI prototypes in sandbox and/or customer development environments to validate use cases, integrations, latency, success criteria, and differentiated Genesys AI value.
• Partner with account teams and Professional Services to help transition successful prototypes into production pilots, including technical handoff, solution hardening, KPI alignment, and business outcome validation.
• Build and support integrations to third-party systems via RESTful APIs and emerging interoperability patterns, showcasing what is possible with Genesys Cloud AI solutions.
• Develop reusable technical assets and help enable Solution Consultants, partners, and account teams through workshops, coaching, and scalable technical content.
• Provide field feedback and customer insights to Product Management and Engineering related to AI product design, implementation considerations, and customer-driven enhancements.
• Engage with technical and business stakeholders to position Genesys AI as part of a customer’s broader customer experience, IT, and transformation strategy.

AI Architect

Full-stack Engineer

• Design, build, and operate backend services that process, transform, and deliver analytics and reporting data at scale
• Own features end-to-end: requirements analysis, API and data model design, implementation, testing, deployment, and production support
• Architect reliable distributed systems
• Write clean, testable Java with Spring Boot
• Integrate deeply with AWS managed services for compute, messaging, storage, and observability
• Drive quality through comprehensive unit and integration testing
• Participate in technical decision-making
• Mentor and coach junior engineers

Senior Software Engineer

Payroll

• Lead and manage global payroll operations team, ensuring accurate, timely, and compliant payroll processing across all regions.
• Oversee end-to-end payroll lifecycle including data validation, payroll execution, tax compliance, reporting, and issue resolution.
• Maintain and optimize for strong internal controls and governance frameworks for payroll operations.
• Partner cross-functionally with HR, Accounting, Finance, Legal, and external vendors to ensure alignment and operational effectiveness.
• Drive global payroll standardization and scalability initiatives across payroll providers, regions and entities.
• Leverage AI, automation tools, and emerging technologies to streamline payroll processes, provide real-time reporting and metrics, and reduce manual touchpoints.
• Continuously evaluate and improve payroll processes to increase efficiency, accuracy, and employee satisfaction.
• Oversee and own vendor management for payroll providers and ensure service level agreements are met.
• Provide leadership, mentorship, and development opportunities to a global payroll team.
• Ensure compliance with global payroll regulations, tax laws, and statutory requirements.
• Lead payroll-related projects including system implementations, upgrades, and integrations.
• Develop and track key performance indicators (KPIs) to measure payroll performance and identify improvement opportunities.

Director, Global Payroll Operations

Program Manager

• Structure and manage complex global initiatives, ensuring alignment and readiness from inception through launch, connecting business case development, solution design, company-wide readiness, and execution tracking.
• Monitor initiative progress, dependencies, and risks, using data and insights to inform prioritization, performance measurement, and executive decision-making.
• Drive clear communication, transparency, and accountability across cross-functional stakeholders and leadership.
• Enable teams - from individual contributors to executives - to effectively apply Genesys operational frameworks, tools, and processes.
• Contribute to the ongoing evolution and improvement of Genesys operational frameworks based on strategic priorities and lessons learned.

Senior Product Program Manager

Account Executive

• Own and drive the revenue target for assigned BFSI accounts, developing both strategic and tactical plans to consistently achieve and exceed targets
• Manage and grow strategic BFSI relationships through structured account planning, territory planning, and partner collaboration
• Develop and execute a BFSI-focused go-to-market (GTM) strategy, aligned with industry trends such as digital banking, customer experience transformation, compliance, and automation
• Build deep relationships with C-level stakeholders (CXOs, Heads of Customer Experience, Digital, IT, Operations) within banks, NBFCs, insurance firms, and fintechs
• Understand the Total Addressable Market (TAM) within BFSI and drive strong year-on-year growth through proactive pipeline development and deal execution
• Maintain accurate forecasting (monthly, quarterly, yearly) and ensure strong deal linearity and predictability
• Provide transparent reporting to leadership, ensuring disciplined pipeline management and forecast hygiene
• Develop a strong understanding of Genesys solutions (CX, Contact Center, AI, Cloud) and align them to BFSI-specific use cases such as customer onboarding, collections, service automation, and fraud handling
• Identify and pursue new opportunities within BFSI, including digital transformation initiatives, legacy modernization, and cloud adoption programs
• Drive account-based selling, coordinating cross-functional resources (pre-sales, partners, alliances, delivery teams)
• Build and maintain industry and competitive intelligence, especially around BFSI CX trends, regulatory shifts (RBI, IRDAI, SEBI), and competitor positioning
• Represent Genesys at the highest levels within customer and partner organizations, maintaining a strong market presence
• Translate client business objectives into value-driven CX transformation outcomes using Genesys solutions
• Demonstrate a strong commitment to execution excellence, customer success, and long-term account growth

Senior Account Executive – BFSI

Support Engineer

• Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
• Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.
• Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
• Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.
• Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
• Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.
• Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
• Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.
• Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.
• Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.

Enterprise Support Engineer, IT Billing Services

Graphics Designer

• Partner closely with the Principal of Creative Strategy, executive stakeholders, product marketing, and leadership teams to build compelling executive and product narratives for keynotes, customer presentations, internal communications, board-level materials, and strategic business initiatives.
• Translate complex business strategies, product concepts, and executive messaging into visually compelling narratives, presentation structures, and audience-focused storytelling experiences.
• Collaborate in keynote and narrative planning sessions, contributing strategic visual thinking, concept development, and storytelling frameworks.
• Design and produce polished executive-level PowerPoint presentations, creating custom visuals, diagrams, and supporting graphics in Figma while rapidly evolving rough concepts into refined storytelling assets.
• Ensure presentation outputs are production-ready, executive-level, and aligned to the Genesys brand system.
• Solve for presentation refinement and last-minute polish needs across leadership and business units with speed, flexibility, and strong judgment.
• Apply strong art direction principles to presentation design, ensuring visual consistency, modern aesthetics, and high-quality execution.
• Maintain and evolve scalable presentation systems, templates, visual frameworks, and reusable assets that improve consistency and enablement across teams.
• Ensure all presentation materials align to the Genesys brand system while balancing visual excellence, messaging clarity, and business impact.
• Mentor and guide other creative team members in presentation storytelling, PowerPoint best practices, visual hierarchy, and executive communication design.

Visual Design Lead

Operations

• Drive sales and partner performance, scalability, and efficiency across Genesys
• Partner closely with Sales, Marketing, Finance, and Customer Success leadership
• Foster a culture of data-driven decision-making, continuous improvement, and innovation
• Serve as a trusted advisor to the Chief Sales Officer and executive leadership team
• Deliver clear, concise, and insight-driven executive communications including QBRs and forecasts
• Build frameworks to identify leading indicators across pipeline, forecasting, and deal qualification
• Drive inspection discipline at the deal level to ensure pipeline accuracy and forecast reliability
• Define and execute the vision for AI-enabled sales operations

VP, Global Sales Operations

Business Development Rep

• Build strong rapport with prospects by providing valuable resources (e.g., webinars, white papers, blog content).
• Qualify inbound and outbound leads using modern frameworks (e.g., MEDDPIC) and assess their fit based on business needs.
• Conduct targeted outreach using intent data, account intelligence, and multi-channel engagement strategies (e.g., cold calling, email, LinkedIn).
• Partner on account planning, leveraging shared insights to identify high-potential opportunities for both customer and prospect accounts.
• Respond promptly to inbound inquiries, ensuring excellent initial engagement to convert them into qualified opportunities.
• Maintain Salesforce and lead management platforms with precision, ensuring data accuracy and completeness.
• Leverage social media platforms for prospecting, networking, and nurturing relationships.
• Monitor and analyze outreach performance metrics, iterating to improve conversion rates.

Business Development Representative

Engineer

• Engineer, configure, and optimize endpoint environments across Windows, macOS, Ubuntu, iOS, and Android platforms.
• Manage enterprise MDM platforms including JAMF Pro, Microsoft Intune, Autopilot, Entra ID, and Active Directory.
• Lead endpoint patching strategies for OS and third-party applications, minimizing downtime while ensuring compliance.
• Champion ITIL-aligned process improvement, embedding AI and agentic automation to drive continuous operational efficiency.
• Serve as a subject matter expert during audits, incident response, and vulnerability remediation exercises.
• Architect, deploy, and administer JAMF Pro across a complex enterprise environment of 3,000+ macOS endpoints.
• Build automated workflows for device provisioning, application deployment, patch management, and compliance reporting.
• Develop and maintain scripts in Bash, Python, AppleScript, and PowerShell to extend and automate JAMF functionality.
• Manage JAMF configuration profiles, policies, smart groups, and operational dashboards.
• Partner with Security to enforce FileVault encryption, CIS benchmark hardening, and Zero Trust policy controls.
• Maintain Apple Business Manager (ABM/DEP), VPP licensing, APNs certificates, and MDM enrollment pipelines.
• Design and deploy AI-assisted endpoint automation pipelines to reduce manual operational overhead and accelerate response times.
• Build and maintain autonomous agents (LangChain, AutoGen, or custom LLM integrations) to handle routine endpoint tasks including compliance checks, self-healing workflows, and incident triage.
• Integrate LLM APIs into endpoint tooling for natural-language policy authoring, log analysis, and intelligent alert summarization.
• Develop event-driven automation using JAMF Pro webhooks, Microsoft Power Automate, or custom Python/API pipelines to trigger remediation workflows without manual intervention.
• Evaluate and adopt AIOps platforms to predict device health issues, proactively surface compliance drift, and optimize patch scheduling.
• Define an AI automation roadmap for endpoint operations, establishing governance, testing, and rollback standards for agentic workflows.
• Continuously assess emerging AI tooling and agent frameworks for applicability to endpoint management use cases.
• Integrate endpoint tooling with SIEM and SOAR platforms for proactive threat monitoring and automated incident response.
• Design and enforce Conditional Access policies, identity frameworks, and data loss prevention controls.
• Ensure endpoint posture meets regulatory requirements including GDPR, HIPAA, and PCI-DSS.
• Participate in Zero Trust architecture reviews, risk assessments, and compliance audits.
• Implement and validate encryption standards across platforms (BitLocker for Windows, FileVault for macOS).
• Mentor junior engineers through knowledge sharing, code reviews, and coaching, including upskilling the team on AI-assisted and agentic operations.
• Serve as the escalation point for complex endpoint and macOS issues across global teams.
• Partner with Security, Networking, and Identity teams to integrate MDM platforms with tools such as Okta and AWS VDI.
• Produce and maintain technical documentation, architecture decision records, and end-user guides.
• Strong communication skills for both technical and non-technical audiences; able to clearly convey complex concepts to stakeholders at all levels.

Senior Endpoint Engineer – Jamf

Bilingual

• Act as a Tech Lead and demonstrate product expertise in most Genesys Cloud products
• Provides top quality service engagement for large or strategic customers or other accounts service as the implementation consultant, build engineer or technical lead.
• Follows Professional Services implementation standards.
• Assesses complex project situations to make appropriate recommendations or alternative solutions to both Genesys and the customer.
• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency in delivery of Genesys Cloud solutions
• Works in close concert with Project Manager in successfully delivering projects in Waterfall or Agile methodologies.
• Leads and delivers technical implementation activities from pre-sale to support transition for PS engagement in any of the following activities/phases but not limited to Pre-Sales – Scopes and Estimates Effort in collaboration with the sales team.
• Discovery and Requirements Gathering, Scoping and Level of Effort – Understands customer and business requirements which delivers Genesys Standard Based Documentation and Design Requirements.
• Proof of Concept Implementation – Preliminary implementation of the initial requirements for feasibility.
• Build Implementation and Integration Base Configurations (Contact Center Based such as Skills, Wrap-up Codes, Queues, Users, Roles, Phone Settings, Phone Numbers, etc.)
• Telephony Configuration (SIP Trunks, Genesys Edge Device Pairing, Cloud or Bring Your Own Carrier Based)
• Call Flow Development Agent Display Scripting Configuration Outbound Campaign/Dialer Configurations Integrations – AppFoundry / Expert App Implementation, Data Actions from CRM based platforms, and/or SSO Reporting Out of the Box based on Genesys Cloud Unit Testing Quality Assurance and User Acceptance Testing Support End-User Training or Transfer of Information (ToI) Agent, Administrator, Supervisor, Salesforce, Outbound Campaign/Dialer.
• Pre-Go Live Preparation, Go-Live Support, Post Go-Live Support, Hyper Care Support Concierge/Early Adoption Service (White-Glove Service) - provides consultation and guidance for the customers which requires in-depth knowledge of the Genesys Cloud Platform.
• Managed Services Operational Service Management Move, Add, Change, Delete (MACD) Change Management & Ticket Triage Conducts Change Deployments General knowledge on omnichannel, such as Voice, Email, Chat, SMS, and/or Social Media Staff Augmentation Assigned as a dedicated resource for a particular project that works under the customer’s project team along with its process and target deliverables.
• Project Change Implementations Consult & Assist Delivery Flexible to adapt to different project delivery process agreements with customer project engagements.
• Act as a Tech Lead, leading a project implementation. Follows Professional Services implementation standards.
• Execution of project plan tasks associated with engagements.
• Work closely with the members of Quality Assurance Team or User Acceptance Testing team (customer-end) for identified defects by resolving it through defect triage or fixing.
• Regular communication of project status.
• Provides remote/onsite support for customer escalations as needed.
• Maintains on average 70% utilization for billable projects Identifies engagement-related problem areas and solves the issues in a proactive manner.
• Assists the Customer Care organization in performing service call/maintenance activities as required.
• Provide technical training (on-site or remote) to internal or consultative training to customers & partners as part of the project delivery. Maintains friendly and professional attitude in stressful situations.
• Facilitates training to New Joiner and/or Junior resources on the Genesys Product Base and Professional Services processes (e.g. project delivery, implementation, etc.), including, knowledge transfer of specific skills.
• Continues to stay abreast of new Genesys product releases through internal training, shadowing experienced consultants, lab development, or industry standards training/certifications Consistently completes Genesys-based Compliance Trainings (e.g. GDPR, HIPAA, PCI, Security, etc.).
• Complying with Genesys Product based Certification (e.g. Genesys Cloud Professional, and/or Genesys Cloud Specialist).

Senior PS Consultant, Spanish Bilingual

General Counsel

• Lead complex drafting, review, and negotiation of Data Processing Agreements, privacy terms, and AI-related contractual provisions within enterprise cloud and SaaS agreements
• Advise on international data transfer mechanisms, including Standard Contractual Clauses, transfer addenda, transfer impact assessments, and supplementary safeguards
• Serve as lead privacy counsel for strategic enterprise transactions involving regulated industry customers and high-risk data processing activities
• Support customer negotiations involving AI governance, audit rights, security commitments, data localization, and emerging digital regulations
• Translate complex privacy, AI, and technology requirements into clear, commercially practical guidance for business stakeholders

Senior Privacy Counsel

ServiceNow

• responsible for designing, implementing, maintaining, and improving CMDB, HAM, and SAM capabilities within the ServiceNow platform.
• ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise.
• supports governance, automation, discovery, and lifecycle management initiatives.
• partners closely with infrastructure, cloud, security, procurement, and platform teams.
• supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations.

Senior CMDB Engineer – ServiceNow, HAM/SAM

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances.
• Work Independently, and with Genesys technical teams and business partners, to design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions, Virtual Agents, and Agentic Virtual Agents.
• Experience defining ASR grammars, and tuning process.
• Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables.
• Requires conceptual thinking to understand advanced issues and implications.
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Accountable for results, which may impact their entire function or geography.
• Work with Product owner, Scrum master to drive user story creation and ownership for SS&AI owned epics for IVR, Routing and bots.
• Lead the SS&AI team delivery.
• Present and demonstrate proposed IVR solutions as required.
• Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.
• Communicate within the global community respecting cultural, language and time zone variations.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.
• Work as a team player to the organization.
• Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.
• Work independently to provide customer technical consulting services to help drive the determination of key deliverables, outcomes, code best practices, and deployments.