Genesys

SDET

• Triage failed automated test executions and report defects when appropriate
• Maintain automated test jobs in an automated deployment pipeline
• Coordinate bug hunts to gather user feedback for new features
• Identify useful test cases that identify and isolate faults
• Build trust and maintain relationships with team members of product management and development
• Participate in design and code reviews to help mentor other team members and to influence technical direction of testing department
• Perform exploratory testing to identify high risk areas, refine requirements, and isolate bugs to increase testability of application
• Coordinate test efforts for projects involving multiple teams to ensure appropriate test coverage
• Contribute robust, well architected solutions to the shared test framework
• Expert in the architecture, design, and customer use cases for their team's services
• Identify acceptance criteria for complex projects and determine priorities for test automation to balance operational efficiency with sufficient test coverage
• Identify areas of risk for performance, longevity, and architectural robustness by designing and running longevity and destructive tests
• Assist support engineers with escalated customer issues by reading logs, explaining intended behaviors, and identifying defects
• Mentor other engineers on the "art of testing" to build a stronger team and solve complex problems
• Exercise judgment to set the direction and vision for changes to our testing frameworks

Senior Software Engineer, Test

Project Manager

• Lead end-to-end delivery of complex enterprise and customer-facing projects, ensuring alignment with strategic objectives, scope, schedule, budget, quality standards, and customer expectations.
• Develop and manage comprehensive project plans, resource strategies, budgets, RAID logs, governance frameworks, executive reporting, and key delivery artifacts.
• Drive successful implementation of Genesys solutions through all project phases, including discovery, solution design, estimation, execution, go-live, transition to support, and customer adoption.
• Facilitate executive steering committees, project kickoffs, client workshops, governance reviews, and cross-functional stakeholder engagements.
• Serve as the primary escalation point for project risks, issues, dependencies, assumptions, and change requests, ensuring timely resolution and minimal delivery impact.
• Establish and maintain project governance, communication strategies, reporting cadence, and accountability frameworks to promote transparency and delivery excellence.
• Monitor project performance through KPIs, governance reviews, and continuous improvement initiatives, implementing corrective actions as needed to achieve business objectives.
• Successfully manage multiple concurrent projects, stakeholders, and priorities while consistently meeting deadlines and maintaining high-quality delivery standards.
• Coordinate geographically distributed teams and cross-functional resources to drive execution, collaboration, and successful project outcomes.
• Led the development, presentation, and approval of project change requests, effectively managing scope, schedule, budget, and resource impacts while maintaining alignment with customer objectives and delivery commitments.
• Build and maintain strong relationships with customers, partner executives, internal account teams, and executive sponsors.
• Partner with Sales, Professional Services, Customer Success, Product, Support, IT, Operations, Finance, vendors, and partners to ensure stakeholder alignment and project success.
• Manage customer expectations, monitor customer feedback, proactively address concerns, and maintain high levels of customer satisfaction.
• Communicate project goals, priorities, expectations, status, risks, and decisions effectively across all stakeholder levels.
• Manage project financial performance, including budgets, forecasts, revenue, profitability, utilization, and margin objectives.
• Ensure appropriate resource allocation and alignment to achieve project milestones, delivery commitments, and business targets.
• Identify and manage project expansion opportunities, including change requests and additional Genesys solution recommendations.
• Support pre-sales activities, proposal development, estimations, business case development, and RFP responses.
• Partner with customers to maximize business value, solution adoption, and long-term success.
• Provide matrix leadership, strategic direction, and mentorship to project managers and delivery teams on complex engagements.
• Guide teams in onboarding new customers and delivering a seamless implementation experience.
• Recommend and implement process improvements, delivery best practices, operational efficiencies, organizational change management, and adoption strategies.
• Ensure project documentation, decisions, and deliverables are complete, current, auditable, and aligned with organizational standards.

Senior PS Project Manager

Director

• Lead the enterprise technology investment portfolio, driving prioritization, governance, and resource allocation decisions that align technology investments with strategic business objectives and long-term enterprise outcomes
• Oversee demand intake, project evaluation, prioritization, and portfolio governance processes
• Lead executive portfolio governance forums, delivering strategic insights, investment recommendations, and predictive analysis that inform enterprise decision-making
• Establish enterprise-wide value realization frameworks and investment performance metrics, ensuring technology investments deliver measurable business outcomes and strategic returns
• Influence enterprise planning, investment governance, and portfolio prioritization decisions by providing actionable insights, recommendations, and scenario-based analysis to executive stakeholders
• Partner with senior business and technology leaders to manage cross-functional dependencies, risks, and resource allocation
• Establish and maintain portfolio management frameworks, methodologies, and governance standards
• Lead implementation and adoption of portfolio management platforms, ensuring data quality and reporting accuracy
• Provide leadership, direction, and operational support across the IT Enterprise PMO to strengthen delivery excellence and organizational effectiveness
• Partner closely with the IT EPMO Program and Project Delivery team to ensure alignment between portfolio strategy, governance, prioritization, and successful execution of approved initiatives
• Support planning, agenda development, analysis, and content preparation for quarterly CIO Operations reviews and executive portfolio discussions
• Drive continuous process improvement initiatives across portfolio management, governance, reporting, and delivery practices
• Develop and mentor a high-performing portfolio management team while fostering a culture of accountability and continuous improvement
• Drive the adoption of AI-enabled tools and workflow orchestration capabilities to improve decision-making, operational efficiency, and portfolio visibility

Director, Technology Portfolio Management

• Lead end to end delivery of complex and strategic projects, ensuring alignment with scope, timeline, budget, and expected business outcomes
• Act as the primary point of accountability for project success, including customer satisfaction and contractual delivery obligations
• Establish strong relationships with customer stakeholders, acting as a trusted advisor throughout the engagement lifecycle
• Drive program governance, including status reporting, risk and issue management, and executive level communication
• Manage all financial aspects of assigned projects including forecasting, revenue tracking, margin management, and change control
• Proactively identify risks and dependencies, implementing mitigation strategies to ensure successful delivery
• Orchestrate cross functional teams across Professional Services, Product, Support, and Partners to ensure seamless execution
• Ensure adherence to delivery methodologies, standards, and best practices while contributing to their continuous improvement
• Support revenue acceleration through effective milestone management and disciplined execution
• Collaborate closely with Sales, Service Engagement and Pre Sales to support project scoping, planning, and transition into delivery
• Drive a culture of accountability, transparency, and customer centricity across engagements

Senior Project Manager, Professional Services

Customer Success Manager

• Shape and oversee a portfolio of large, complex engagements or transformation programs.
• Own and foster senior-level client relationships and act as a trusted advisor to executive stakeholders.
• Deliver and oversee a portfolio of programs, including large & complex enterprise engagements.
• Foster delivery excellence, maintaining quality, timelines, budget, and client satisfaction, in line with industry project management standards (PMI, PRINCE2, etc).
• Schedule resources, set goals and priorities, execute change management, report project status, track and resolve issues and customer acceptance.
• Manage escalation issues and guide teams toward proactive risk mitigation.
• Lead the strategic and tactical planning for Customers in your region, in alignment with Customer Success and wider Genesys goals and strategy.
• Formulate, define and execute sales strategy, with Sales and other Genesys leadership, understanding customer business- and technical objectives and delivering solutions that drive those objectives.
• Articulate, present and negotiate customer proposals, including pricing negotiations.
• Create and execute Transformation Roadmaps for customers that deliver continuous incremental value at each step of the journey and support renewals and expansion within the account.
• Establish and manage a team of Services Engagement Directors (services sales reps), Project Managers and Customer Success Managers, within a fast-paced, results focused, high-performance environment.
• Drive and achieve PS sales & delivery objectives through bookings and orders and delivery.
• Build & negotiate financial proposals.
• Create & maintain accurate business forecasts, leveraging the appropriate systems.
• Establish and maintain quality relationships with customers, strategic partners and/or third-party providers, across business and technology domains.
• Establish and maintain a strong internal network at all levels within Genesys to enable you to achieve your goals.

Customer Success Management Director

Manager

• Lead and develop a team of Project and Program Managers, ensuring consistent delivery excellence across customer engagements
• Own the end-to-end execution of complex customer programs, driving alignment between customer goals, delivery strategy, and business outcomes
• Drive the creation of scalable delivery frameworks and program roadmaps that accelerate time to value and improve customer adoption
• Lead customer engagements at a strategic level, guiding program direction, resolving challenges, and ensuring alignment with business objectives
• Act as an escalation point for delivery risks and issues, ensuring timely resolution and strong customer satisfaction
• Partner with Product Management to align customer implementations with product capabilities and future roadmap direction
• Influence continuous improvement of Professional Services delivery methodology through feedback, innovation, and operational insights
• Ensure effective resource planning and load balancing across projects to optimize team performance and utilization
• Represent Professional Services in cross-functional initiatives, driving alignment across stakeholders and business units
• Promote a culture of accountability, collaboration, and continuous improvement within the team

Senior Manager, Professional Services Consulting

Business Development Rep

• Drive multi channel outbound prospecting strategies that generate qualified pipeline across new logo and existing enterprise accounts
• Identify and prioritize high value opportunities through deep account research, market insights, and customer intelligence
• Engage senior decision makers and influencers to build credibility and advance strategic sales conversations
• Partner with Account Executives to develop and execute territory plans that increase pipeline coverage and conversion rates
• Uncover expansion opportunities within existing customers by aligning solutions to evolving business challenges and growth objectives
• Qualify inbound and marketing generated leads into high quality opportunities that accelerate sales velocity
• Position Genesys Cloud and CX solutions in a way that connects customer challenges to measurable business outcomes
• Leverage data, analytics, and modern sales tools to continuously optimize outreach effectiveness and engagement strategies
• Maintain accurate pipeline visibility, activity tracking, and forecasting within Salesforce to support revenue predictability
• Consistently meet or exceed pipeline generation targets, meeting goals, and conversion metrics tied to territory performance

Business Development Representative

Solutions Engineer

• Design, build, and deploy Agentic AI solutions leveraging Genesys Cloud, AI Studio, Copilot, Architect, and Experience Orchestration capabilities
• Develop reusable AI Skills, Agents, Copilots, and workflow automation assets that can be deployed across customers and industries
• Build multi-agent workflows that coordinate AI agents, business applications, knowledge systems, and human interactions
• Create intelligent automation solutions that improve customer experience, employee productivity, and operational efficiency
• Develop production-grade AI applications using modern AI frameworks, orchestration platforms, and cloud-native architectures
• Design and develop industry-specific AI solution accelerators and reusable business capabilities
• Partner with industry SMEs and strategic customers to identify high-value business use cases suitable for Agentic AI automation
• Create repeatable solution blueprints for industries including Financial Services, Healthcare, Insurance, Retail & E-Commerce, Telecommunications, and Public Sector
• Build reusable business workflows, AI assistants, and orchestration patterns that address industry-specific challenges
• Develop packaged innovation assets that accelerate deployment and time-to-value
• Define scalable architectures for Agentic AI applications and intelligent workflow automation
• Build Retrieval-Augmented Generation (RAG) solutions, knowledge orchestration frameworks, and enterprise AI integrations
• Design and implement integrations with CRM, ERP, CCaaS, knowledge management, workforce engagement, and enterprise workflow platforms
• Develop API-first architectures and event-driven solutions leveraging Genesys Cloud APIs and enterprise ecosystems
• Establish best practices for AI solution design, performance, observability, security, and governance
• Evaluate emerging AI technologies and determine their applicability to innovation initiatives
• Build proof-of-concepts, prototypes, and MVPs that validate new business opportunities and technical approaches
• Rapidly experiment with emerging frameworks, tools, and architectural patterns
• Contribute to innovation labs, customer co-innovation initiatives, and strategic transformation programs
• Transform innovative concepts into scalable and reusable solution offerings
• Provide technical leadership for strategic innovation initiatives and customer engagements
• Collaborate with Distinguished Architects, Product teams, Engineers, and Industry Specialists to deliver innovative solutions
• Mentor engineers and architects on AI solution design, development practices, and emerging technologies
• Participate in architecture reviews, technical design sessions, and innovation workshops
• Contribute to reusable frameworks, reference architectures, technical documentation, and intellectual property development

Senior Principal, AI Software Engineer – Agentic & Industry Solutions

AI Engineer

• Architect and lead the development of agentic AI systems that automate finance workflows.
• Design and implement multi-agent systems leveraging LLMs and orchestration patterns.
• Translate cutting-edge research into scalable solutions.
• Establish guardrails and responsible AI practices for safe outputs.
• Lead the design of advanced predictive models for customer behavior forecasting.
• Develop interpretable, production-grade models for retention strategies.
• Design scalable AI/ML systems with emphasis on software engineering best practices.
• Establish MLOps best practices for AI systems deployment and governance.
• Set technical direction for AI/ML initiatives across finance.

Principal Applied AI Engineer, Finance

• Play a key role in driving new business growth across strategic accounts in North America.
• Focus on building pipeline, engaging senior stakeholders, and partnering closely with Strategic Account Executives to execute targeted account strategies.
• Drive outbound prospecting across strategic accounts using calls, email, LinkedIn, and targeted campaigns.
• Identify, research, and engage key decision-makers within Strategic and Enterprise organizations.
• Partner closely with Strategic Account Executives to execute tailored account-based strategies and develop territories.
• Qualify inbound and marketing-generated leads, converting them into high-quality sales opportunities.
• Clearly articulate the value of Genesys Cloud and CX solutions aligned to customer challenges and business outcomes.
• Consistently generate qualified pipeline aligned with regional revenue goals.
• Maintain accurate activity tracking, pipeline management, and reporting in Salesforce.
• Meet and exceed KPIs related to meetings booked, pipeline creation, pipeline acceleration and conversion rates.

Senior Business Development Representative, Strategic Accounts

Content Manager

• Serve as administrator and subject matter expert for the Seismic platform.
• Design, configure, and optimize Seismic workspaces, libraries, content profiles, Learning, user provisioning, and platform capabilities.
• Develop and maintain scalable content architecture, metadata standards, tagging strategies, and content governance processes.
• Partner with Seismic, internal technical teams, and stakeholders to implement enhancements, resolve issues, and evaluate new capabilities.
• Establish and enforce content governance, lifecycle management, publishing workflows, and content quality standards.
• Lead content audits, rationalization efforts, archival strategies, and ownership/review processes to maintain an effective content ecosystem.
• Collaborate with Sales Enablement, Product Marketing, Product Management, and Revenue teams to align content with business priorities.
• Create and optimize content journeys, discoverability, and user experiences for both seller-facing and buyer-facing content.
• Support product launches, strategic initiatives, and sales campaigns through content readiness programs.
• Leverage Seismic dashboards and reporting to measure content performance, adoption, and business impact.
• Provide recommendations that improve content effectiveness, seller productivity, and enablement ROI.
• Facilitate governance, stakeholder alignment, content best practices, and training on platform capabilities.

Senior Enablement Content Manager

• Play a key role in driving new business growth across strategic accounts in North America.
• Focus on building pipeline, engaging senior stakeholders, and partnering closely with Strategic Account Executives to execute targeted account strategies.
• Drive outbound prospecting across strategic accounts using calls, email, LinkedIn, and targeted campaigns
• Identify, research, and engage key decision-makers within Strategic and Enterprise organizations
• Partner closely with Strategic Account Executives to execute tailored account-based strategies and develop territories
• Qualify inbound and marketing-generated leads, converting them into high-quality sales opportunities
• Clearly articulate the value of Genesys Cloud and CX solutions aligned to customer challenges and business outcomes
• Consistently generate qualified pipeline aligned with regional revenue goals
• Maintain accurate activity tracking, pipeline management, and reporting in Salesforce
• Meet and exceed KPIs related to meetings booked, pipeline creation, pipeline acceleration and conversion rates

Account Executive

• Deep understanding of the customer environment to align to the business units for AI use cases.
• 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.

Senior Account Executive, Enterprise

• Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.
• Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.
• Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
• Develop and execute customer success plans aligned with clients' business objectives.
• Proactively identify and coordinate resolution of customer needs through cross-functional partnerships.
• Monitor customer health metrics and drive adoption of solutions.
• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

Senior Customer Success Manager

• 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.