Genesys

Account Manager

• Own the U.S. GSI partnership strategy for selected GSIs with full accountability for revenue, pipeline, and AI-specific growth targets
• Develop and execute joint business plans that expand AI and CX solution adoption across priority industries
• Position Genesys Cloud AI capabilities within partner practices, executive roadmaps, and transformation initiatives
• Drive pipeline generation and co-sell execution across complex, enterprise-level opportunities
• Influence senior partner executives and practice leaders to prioritize AI investment, enablement, and certification growth
• Lead executive alignment cadences and strategic account planning sessions
• Orchestrate collaboration across Sales, Pre-Sales, Industry, Marketing, and Partner teams to deliver coordinated go-to-market execution
• Identify systemic barriers to growth and implement scalable programs to improve partner performance
• Deliver clear, data-driven insights to leadership on pipeline health, partner engagement, and revenue performance

Senior Partner Manager, GSI Partnerships

Technical Account Manager

• Delivering technical success to the Genesys customers
• Manage and grow customer relationships
• Establish partnership and collaboration inside of the organization
• Own outcomes and deliver feedback for continuous improvement
• Focus on Genesys platform adoption and seamless utilization
• Participate and lead side projects for internal processes
• Work flexible hours
• Engage with Customer and/or Partner on the project planning effort

Account Executive

• Present and demonstrate products/services: Effectively communicate the features, benefits, and value propositions of our products/services to prospective customers.
• Understand your customers through research and the business problem they are trying to solve. Then be able to articulate how Genesys is a solution to their problem, not just focusing on the features of the software.
• Build and maintain customer relationships: Develop and nurture relationships with existing and potential customers.
• Provide excellent customer service, address inquiries, and resolve any concerns or issues promptly.
• Achieve sales targets: Meet or exceed assigned sales targets and quotas on a regular basis.
• Continuously work towards improving sales performance and achieving personal and team goals.
• Conduct sales negotiations: Engage in price negotiations and overcome objections to secure sales.
• Utilize effective sales techniques to persuade customers and close deals.
• Collaborate with internal teams: Liaise with marketing, product development, and customer support teams to gather information, provide feedback, and ensure customer satisfaction.
• Stay updated on industry trends: Stay informed about industry trends, market conditions, and competitor activities. Continuously expand product knowledge to effectively address customer needs and stay ahead of the competition.

Senior Mid-Market Account Executive

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

• 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

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

Senior Partner Manager, GSI Partnerships

Technical Account Manager

Senior Mid-Market Account Executive

Platform Engineer – Enterprise Tools, Platforms

Staff Platform Engineer – Microsoft 365

VP, CX Advisory Services

Senior Solution Consulting Manager

Senior Mid-Market Account Executive

Product Marketing Director

Senior Frontend Developer

Principal ServiceNow Engineer, CAD, CSA

Director, Enterprise Sales, AI & Experience Orchestration