Genesys

Platform Engineer

• Provide operational support for a broad range of enterprise tools and platforms, including SaaS-based applications.
• Support enterprise collaboration, productivity, and workflow tools such as Jira, Confluence, SharePoint, Globalscape, Figma, Miro, Smartsheet, and similar platforms.
• Assist with administrative and operational support for application platforms based on team needs and individual skill development.
• Perform routine administrative tasks such as user access management, configuration updates, and service request fulfillment.
• Monitor platform health and respond to alerts, incidents, and service degradation events.
• Troubleshoot platform and application issues, escalating complex or systemic problems to senior engineers when required.
• Manage incidents, problems, and service requests using ServiceNow, ensuring accurate documentation and timely resolution.
• Participate in incident triage and service restoration activities for Sev 1 and Sev 2 incidents under the guidance of senior engineers.
• Contribute to post-incident reviews by documenting findings, corrective actions, and follow-up tasks.
• Support FedRAMP-related operational requests, including evidence gathering, access reviews, configuration validation, and audit support activities.
• Follow established security and compliance procedures when supporting regulated environments.
• Partner with Security, Compliance, and Platform teams to ensure enterprise tools meet FedRAMP operational requirements.
• Support platform changes, upgrades, and configuration updates following established change management processes.
• Maintain and update technical documentation, runbooks, and operational procedures.
• Identify recurring issues and opportunities for process improvement and automation.
• Work closely with Infrastructure, Security, and Service Desk teams.
• Develop foundational expertise across multiple enterprise tools and platforms.
• Participate in training, knowledge sharing, and skills development initiatives.

Platform Engineer – Enterprise Tools, Platforms

• Own the overall health, availability, performance, and security of the Microsoft 365 platform, including but not limited to Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune, and Purview.
• Define and maintain operational standards, support models, escalation paths, and runbooks for M365 services.
• Act as the highest-level technical escalation point for complex M365 incidents and systemic issues.
• Drive root cause analysis for major incidents and ensure sustainable corrective actions are implemented.
• Serve as the primary technical owner of the Microsoft relationship for M365.
• Manage Premier or Unified Support engagements, support cases, and service reviews with Microsoft.
• Stay current on Microsoft roadmap changes and proactively assess impact, risk, and opportunities for the organization.
• Provide architectural guidance and design oversight for M365 solutions and integrations.
• Lead the evaluation, design, and implementation of new M365 capabilities and features.
• Ensure platform designs align with enterprise security, compliance, identity, and data governance standards.
• Drive automation and infrastructure-as-code practices for M365 administration where applicable.
• Identify opportunities to improve platform reliability, scalability, cost optimization, and user experience.
• Act as a trusted technical advisor to IT leadership, product owners, and business stakeholders on M365 capabilities and constraints.
• Provide guidance and mentoring to senior and mid-level engineers supporting the platform.
• Contribute to enterprise standards, reference architectures, and technical documentation.

Staff Platform Engineer – Microsoft 365

Vice President

• Define and execute the CX Advisory vision and strategy in alignment with Genesys’ AI-powered experience orchestration roadmap and growth objectives.
• Serve as a trusted executive advisor to customer leadership teams, shaping and accelerating CX and EX transformation programs.
• Partner closely with Product, Sales, and Customer Success to ensure advisory insights inform platform strategy and customer outcomes.
• Engage directly with C-level stakeholders to shape AI orchestration strategies and secure executive sponsorship.
• Lead customer assessments, executive workshops, and roadmap development aligned to CX, EX, and Digital priorities.
• Facilitate collaboration between business and technical stakeholders to design scalable, human-centered, and data-driven solutions.
• Lead advisory engagements covering organizational change management, communications, training, and adoption strategies.
• Identify and proactively mitigate CX, EX, Digital, AI, and operational risks that could impact transformation success.
• Develop, standardize, and scale CX Advisory offerings, frameworks, and methodologies globally.
• Mentor and develop senior advisors and consultants to strengthen expertise across CX, EX, Digital, AI, and contact center operations.
• Own the CX Advisory P&L, ensuring profitable growth, operational rigor, and consistent customer value delivery.

VP, CX Advisory Services

Manager

• Lead a team of Solution Consultants and Architects providing guidance, mentorship, and performance coaching.
• Align with the sales leadership to develop and execute effective hands-on technical empowerment strategies that are reused globally.
• Drive continuous improvement initiatives within the team by optimizing processes, tools, and resources to enhance efficiency and effectiveness for Pre-Sales members and our Sales colleagues.
• Act as a trusted advisor, providing technical expertise, product knowledge, and solution guidance by helping create reusable assets and workshops that accelerate pipeline and sales growth.
• Understand enterprise customers’ needs and objectives, and design tailored data-driven solutions to address their unique challenges and requirements.
• Empower the team to craft and deliver technical innovation sessions, demonstrations, and reusable artifacts.
• Collaborate with the product management, engineering, and Leadership teams to provide data-driven feedback on product enhancements needed by Genesys customers and prospects, identify market trends, and contribute to product roadmap development.
• Stay up-to-date with industry AI trends, partner ecosystem needs, emerging technologies, and competitor offerings to maintain a competitive edge in the market and ensure Genesys is always viewed as a top-tier solution by our customers.
• Provide the executive team with regular data-driven reporting and analysis on solutions consulting activities, metrics, and performance.
• Provide oversight of activities related to Pre-Sales strategy providing a framework of best practices that can be tailored and leveraged in different regions.

Senior Solution Consulting Manager

Account Executive

• Present and demonstrate products/services
• Build and maintain customer relationships
• Achieve sales targets
• Conduct sales negotiations
• Collaborate with internal teams
• Stay updated on industry trends

Senior Mid-Market Account Executive

Chief Marketing Officer

• Drive regional product marketing strategy and execution across Mexico, Central America, and South America
• Ensure that global messaging, positioning, and go-to-market priorities are clearly and consistently applied in-region
• Serve as a bridge between global product marketing and regional field teams
• Provide insights, tailoring narratives, and activating plays that reflect local market dynamics
• Own regional product messaging clarity and consistency
• Drive pipeline impact through focused regional go-to-market execution
• Lead product storytelling for regional events, field activations, and key customer engagements
• Partner closely with regional sales and field marketing leaders
• Represent regional perspectives and requirements back to global teams

Product Marketing Director

Frontend Engineer

• Design, build, and troubleshoot scalable microfrontends
• Contribute to shared web components for use within the team and across the organization
• Understand and efficiently integrate our APIs into web applications
• Perform unit, integration, and manual testing for team code changes
• Identify opportunities for improvement in code, architecture, and processes
• Participate in code reviews - both to learn and grow, and to help others through constructive feedback
• Mentor teammates by providing technical guidance and support to overcome blockers
• Engage in regular team meetings to communicate openly, share ideas, and support collaboration

Senior Frontend Developer

ServiceNow

• Lead the technical design and implementation of complex ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, ITAM, CSM, CMDB, Workflow/Flow Designer)
• Act as the highest-level engineering authority for ServiceNow implementations, providing guidance on complex technical decisions, trade-offs, and risks
• Partner with ServiceNow Architects to translate architectural standards and reference designs into executable engineering solutions
• Own and enforce engineering standards, coding guidelines, integration patterns, and automation best practices across teams
• Design and oversee complex integrations using Integration Hub, REST APIs, web services, event-driven patterns, and enterprise integration tools
• Review and approve technical designs, user stories, and implementation approaches for high-impact initiatives
• Drive performance, scalability, and reliability improvements through advanced engineering techniques and platform optimization
• Provide hands-on support for critical incidents, escalations, and complex troubleshooting scenarios
• Mentor Senior Engineers and Engineers, raising the overall technical maturity of the ServiceNow delivery organization
• Contribute to and continuously improve SDLC, CI/CD, testing, and release processes for ServiceNow
• Collaborate with security, infrastructure, and compliance teams to ensure solutions meet enterprise security and regulatory requirements
• Communicate complex technical topics clearly to both technical and non-technical stakeholders

Principal ServiceNow Engineer, CAD, CSA

Artificial Intelligence

• Lead, coach, and develop a team of AI and Experience Orchestration specialist leaders operating as overlay sellers across the United States and LATAM
• Establish and operationalize clear engagement models that define how AI specialists partner with core Account Executives across regions, accounts, and opportunities
• Drive consistent execution of AI-focused sales motions that support pipeline creation, deal acceleration, and revenue attainment across enterprise customers
• Partner with regional and subregional sales leadership to align specialist coverage, priorities, and execution models across North America and Latin America
• Ensure specialists effectively translate customer business challenges into AI-driven use cases, value narratives, and measurable outcomes
• Model strong executive presence, thought leadership, and consultative selling skills in both internal forums and customer-facing engagements
• Support complex, strategic enterprise opportunities by engaging senior customer stakeholders alongside Account Executives and Genesys leadership
• Monitor AI market trends, competitive dynamics, and customer feedback across regions to continuously evolve specialist enablement, messaging, and go-to-market approach
• Collaborate cross-functionally with Product, Marketing, Enablement, Customer Success, and Professional Services to bring regional customer insights back into the organization

Director, Enterprise Sales, AI & Experience Orchestration

Financial Planning and Analysis

• Act as the day-to-day finance partner for HR & Facilities leaders, supporting financial decision-making through analysis and insight.
• Own the budgeting and forecasting processes for headcount, payroll, benefits, and non-labor expenses.
• Partner with HR, Facilities, and business leaders to support execution of functional plans and initiatives.
• Prepare monthly and quarterly variance analyses, financial bridges, and management presentations for senior leadership.
• Support executive and investor-facing reporting by providing accurate and timely financial analysis.
• Perform month-end close activities, including accrual preparation and coordination with accounting.
• Ensure accuracy and consistency of financial data across multiple sources and systems.
• Identify opportunities to improve, streamline, and automate reporting and forecasting processes.
• Support ad-hoc analyses and projects to inform leadership decisions.

Strategic Finance Manager

Solutions Engineer

• Engage with customers to understand business challenges and define AI-driven solutions that improve customer engagement and agent efficiency.
• Design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments.
• Lead customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.
• Develop proof-of-concept (PoC) demos, prototypes, and AI solution blueprints tailored to customer needs.
• Drive AI deployment projects by working cross-functionally with Professional Services, Engineering, and Product teams to ensure successful execution.
• Provide hands-on technical guidance for AI model integration, chatbot development, automation workflows, and analytics.
• Solve complex technical challenges and optimize AI models post-implementation to enhance accuracy, efficiency, and business impact.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.
• Act as a trusted advisor to customers, helping them navigate AI strategy, deployment, and continuous improvement.
• Stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.
• Influence AI product roadmaps by working closely with Product Management to refine features based on customer needs.

Principal PS Consultant, AI Solutions Architect

Data Analyst

• play a pivotal role in transforming how Genesys leverages data to enhance Customer Experience (CX) and operational excellence
• retrieve, analyse, and visualize large-scale data from enterprise data sources to deliver insights that improve Support efficiency, customer satisfaction, and strategic decision-making
• translate complex datasets into actionable insights through compelling Tableau dashboards, text analytics, and machine learning models
• extract, transform, and analyse data from Snowflake, relational databases, and other data warehouses
• write and optimize complex SQL queries to support data exploration, reporting, and advanced analytics
• work with both structured and unstructured data to derive meaningful business insights
• partner with stakeholders to understand business challenges and design analytical approaches to solve them
• apply statistical methods, text analytics, and machine learning techniques (e.g., classification, sentiment analysis, clustering) to uncover patterns and opportunities
• leverage Python or R for automation, predictive analytics, and integration with ML or GenAI models
• build scalable data pipelines and workflows to support both traditional analytics and AI-driven solutions
• design and maintain impactful Tableau dashboards and reports that provide clear, actionable insights
• present analytical findings in a way that supports decision-making and drives measurable business outcomes

Senior Data Analyst

• Define and execute the strategy and long-term vision for the Genesys Online Community, aligned with Customer Success and business objectives
• Lead, coach, and develop an established team of online community professionals
• Stay current on industry trends, best practices, and emerging technologies to continuously evolve the community experience
• Modernize programs, tooling, and operating models
• Oversee community platforms, tools, and governance, ensuring scalability, performance, and operational excellence
• Manage community programs and initiatives that drive member engagement, adoption, and advocacy
• Grow and engage the community through member recruitment, lifecycle management, and participation strategies
• Partner cross-functionally to drive internal awareness, contribution, and alignment across Genesys teams
• Monitor community activity and behavior, identify trends and insights, and share actionable recommendations with stakeholders
• Define and report on community health, engagement, and performance metrics
• Develop and execute marketing and communication strategies to promote community membership and participation
• Guide content and communication standards to ensure relevance, quality, and consistency across the community

Senior Manager, Online Communities

• Deep Understanding of the customer business environment.
• Presents product information to prospects, customers, and partners.
• Pipeline development through a combination of phone calls, email campaigns, and market sector knowledge/intelligence.
• Generates short-term results independently.
• Collaboratively strategizes for solving deal-level challenges.
• Creates and maintains a sales pipeline to hit and surpass goals within designated market sectors
• Accurately forecasts quarterly revenue and delivers on that revenue

Account Director

• Own the overall relationship strategy and executive alignment with Verizon Business
• Define and execute joint business plans aligned to revenue, pipeline, and market expansion goals
• Lead Quarterly Business Reviews (QBRs), executive briefings, and strategic planning sessions
• Drive partner-sourced and partner-influenced pipeline from opportunity creation through close
• Partner closely with Genesys enterprise account teams to accelerate deal velocity and win rates
• Maintain accurate forecasting and deal inspection using a MEDDPICC-driven sales methodology
• Ensure Verizon Business sellers are enabled on Genesys solutions, value proposition, sales motions, and tools
• Track and report on partner performance, activity, and KPIs
• Support joint marketing initiatives, events, and sponsorships to drive market awareness and demand