Genesys

SEO Marketing

• Develop, manage, and execute global SEO and GEO strategies aligned to business, marketing, and pipeline growth objectives.
• Optimize content and digital experiences for traditional search engines and AI-powered discovery platforms, including ChatGPT, Gemini, Perplexity, Copilot, and emerging AI search experiences.
• Act as the primary liaison between web marketing teams, SEO agencies, regional stakeholders, content teams, and business leaders to ensure alignment on search strategy and execution.
• Lead keyword, topic cluster, entity, and competitive research to identify new opportunities for growth, authority, and discoverability.
• Monitor and analyze performance across platforms including Google Analytics 4, Google Search Console, SEMrush, Ahrefs, Conductor, and other SEO technologies.
• Produce technical SEO analyses and recommendations related to site architecture, crawlability, indexing, structured data, Core Web Vitals, and overall search performance.
• Routinely evaluate and optimize on-page SEO elements, content structure, internal linking strategies, and user engagement signals.
• Partner with Campaigns, Content and Product Marketing teams to create search-optimized and AI-friendly content that supports customer journeys and business goals.
• Refine requirements, priorities, and best practices in response to search engine algorithm changes, AI search developments, and evolving digital marketing trends.
• Develop frameworks to measure AI search visibility, citation frequency, answer engine performance, and overall GEO effectiveness.
• Build executive-level reporting and communicate strategic insights, opportunities, and recommendations to stakeholders.
• Mentor team members and serve as a subject matter expert on SEO, GEO, search trends, and digital discoverability.
• Contribute to the continuous improvement of web engagement strategies, user experience, and organic growth initiatives.

Senior Global SEO/GEO Strategist

Artificial Intelligence

• Be the one building AI-powered experiences where they matter most.
• Help build, support and operate technology used by more than 8,000 organizations in over 100 countries.
• Develop NLU models and perform prompt engineering strategies.
• Work directly with customers to understand requirements and explain improvements.
• Design and develop prompts for Agentic Virtual Agents to drive task completion.
• Analyze failures in LLM-driven interactions and identify root causes.
• Create and curate high-quality training data to maximize coverage and accuracy.
• Measure and track NLU performance using defined evaluation metrics and test sets.

Agentic AI, NLU Engineer – English, Spanish

Product Manager

• Define and execute the vision, roadmap, and operating model for the Genesys Cloud monetization platform, enabling scalable and consistent monetization across all products and services.
• Establish platform standards, patterns, and requirements for usage collection, entitlement management, rating, billing, and reporting while serving as the primary advisor to product teams introducing new monetized capabilities.
• Drive alignment across Product, Engineering, Finance, Pricing, Revenue Operations, and Business Systems teams to ensure monetization capabilities support current and future business models.
• Partner deeply with engineering teams responsible for metering pipelines, event processing systems, entitlement services, rating engines, billing platforms, APIs, and downstream operational systems.
• Champion accuracy, traceability, and auditability throughout the monetization lifecycle, ensuring usage and billing outcomes are trusted by customers, Finance, and executive leadership.

Principal Product Manager, Usage & Billing

Director

• Own and continuously improve the global renewal operating model, including renewal playbooks, role clarity, process standards, and best practices.
• Establish scalable frameworks that enable consistent renewal execution across regions while supporting local business requirements.
• Foster a culture of operational excellence, continuous improvement, and data-driven decision-making across the renewal organization.
• Lead optimization of renewal lifecycle processes, customer engagement models, workflow governance, and cross-functional handoffs.
• Drive adoption of digital customer success capabilities, automation, Gainsight Renewal Center (RHC), and AI-enabled renewal workflows.
• Partner with operationally driven teams to improve efficiency, reduce manual effort, and enhance the customer experience.
• Define and govern operational KPI standards, reporting frameworks, forecasting inputs, and renewal performance visibility.
• Establish renewal risk frameworks and predictive analytics capabilities that help identify and address retention risks proactively.
• Partner with Renewal Management, Customer Success, and Finance leaders to provide actionable insights, retention analysis, and operational recommendations.
• Lead global renewal governance, including the Renewal Excellence Council, QBR framework, and operational review cadence.
• Drive alignment across Renewal Management, Customer Success, Sales, Finance, Revenue Operations, and Shared Services on renewal processes and standards.
• Translate operational and customer insights into recommendations that improve renewal effectiveness and organizational performance.
• Lead strategic initiatives focused on automation, digital engagement, process optimization, and operational scalability.

Senior Director, Global Renewal Center of Excellence

Engineering Manager

• Lead operations for enterprise AI platforms (e.g., ChatGPT Enterprise, Cursor, Amazon Q)
• Establish secure onboarding, access provisioning, governance controls, and operational support models
• Monitor platform health, usage, cost efficiency, adoption metrics, and ROI
• Manage vendor relationships and support escalations as needed
• Identify high-impact AI use cases through collaboration with Engineering, Sales, Marketing, Support, HR, Finance, and other functions
• Lead AI adoption initiatives across the organization
• Develop and deliver training programs, workshops, office hours, and enablement materials
• Oversee RPA and machine-assisted automation initiatives
• Recruit, mentor, and develop a high-performing AI & Automations team

Manager, Software Engineering – AI Enablement, Automation

Business Development Rep

• Drive strategic outbound prospecting across Higher Education and Academic Medical Center accounts — including new logo prospecting and customer expansion through cross-sell and upsell — using multi-channel approaches (calls, email, LinkedIn, events, and campaigns)
• Conduct in-depth account and market research to identify high-value opportunities within both prospect and existing customer accounts
• Identify, engage, and build relationships with senior decision-makers and influencers
• Partner closely with Account Executives to develop and execute account-based strategies and territory plans for both new logo and customer expansion plays
• Leverage existing customer intelligence to uncover expansion opportunities and support account growth strategies
• 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
• Leverage data, insights, and modern tools (e.g., AI, Sales Navigator) to optimize outreach and engagement strategies
• Consistently generate qualified pipeline aligned with territory revenue targets
• Maintain accurate pipeline management, activity tracking, and reporting in Salesforce
• Meet and exceed KPIs related to pipeline creation, meetings, and conversion rates

Business Development Representative – Public Sector, Higher Education, Academic Medical Centers

General Counsel

• Draft, review and negotiate a wide range of commercial agreements with a focus on cloud services and SaaS agreements
• Knowledge of and engagement with data privacy, data security-related issues and artificial intelligence.
• Prepare standard templates for recurring commercial transactions and to address new business models or legal and business requirements.
• Collaborate with cross functional teams such as business/sales, Data Privacy, Security, Product Counsel, and finance.

Associate Corporate Counsel

• Lead the drafting, review, negotiation, and closure of commercial technology agreements
• Provide senior-level legal advice to internal stakeholders
• Support direct and indirect transactions and partner-led deals
• Exercise independent judgment to identify and propose solutions for legal, commercial, regulatory, and operational risks
• Partner cross-functionally to resolve contract issues
• Advise on data privacy, security, and technology-related contracting issues
• Identify recurring issues and develop guidance or training
• Manage routine or complex commercial legal work in-house
• Stay current on relevant legal and regulatory developments
• Provide guidance to junior team members

Corporate Counsel, APAC

Consultant

• Partner with Sales and customers to understand strategic objectives, operational challenges, and the outcomes they are seeking to achieve.
• Lead discovery workshops and stakeholder discussions to identify opportunities, define success criteria, and shape solution strategies.
• Design and recommend scalable customer experience strategies that align business outcomes with technical requirements.
• Position Genesys Cloud and AI-powered Experience Orchestration capabilities to address customer needs across self-service, employee experience, and customer engagement.
• Deliver compelling presentations, demonstrations, workshops, and proofs of concept that communicate complex concepts clearly and connect technical capabilities to business outcomes.
• Provide guidance on solution architecture, integrations, APIs, data flows, security considerations, and implementation approaches.
• Collaborate with Sales, Professional Services, Partners, and other cross-functional teams to support successful sales engagements.
• Contribute to RFx responses, technical proposals, and business value discussions that help customers make informed decisions.
• Stay current on Genesys innovations, AI technologies, and industry trends to serve as a trusted advisor to customers and colleagues.
• Mentor and support fellow Solutions Consultants through coaching, knowledge sharing, best practice development, and participation in team initiatives.

Senior Solution Consultant

• Facilitate co-design of the AI-enabled HR operating model across the employee lifecycle in partnership with HR functions, leaders, and subject matter experts.
• Lead structured design sessions to align on future-state workflows, service delivery models, decision rights, and role implications.
• Ensure operating model designs balance operational effectiveness, scalability, and a cohesive, human-centered employee experience.
• Translate enterprise strategy into practical workflow blueprints with clear governance and ownership structures.
• Design integrated employee journeys that connect processes, platforms, and touchpoints into a seamless lifecycle experience.
• Align AI-enabled workflows to reinforce and operationalize the company’s Employee Value Proposition, ensuring consistency across interactions.
• Reduce friction, handoff breakdowns, and system silos that create fragmented employee experiences.
• Define experience-focused KPIs, including effort score, perceived responsiveness, trust, adoption, and sentiment, alongside operational performance metrics.
• Partner with HR subject matter experts, HRIS, IT, and shared services teams to co-design end-to-end workflows integrating Workday, ServiceNow, Genesys Cloud, and related technologies.
• Define orchestration logic, automation triggers, AI intervention points, and escalation pathways.
• Ensure workflow designs are intuitive, transparent, compliant, and scalable across a global workforce.
• Align integration decisions with enterprise architecture standards and long-term technology strategy.
• Advise HR leaders on where AI augments human expertise, including personalization, insight generation, and decision support, and where automation reduces repetitive, low-value work.
• Evaluate use cases through both business impact and employee experience lenses.
• Apply structured frameworks to assess value, feasibility, readiness, and risk prior to scaling solutions.
• Embed responsible AI principles into workflow design and governance models.
• Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts.
• Measure experience improvements aligned with EVP commitments and organizational culture.
• Present structured design options with clear trade-offs to enable informed, data-driven decision making.
• Ensure workflow redesign delivers measurable business outcomes and sustainable value realization.
• Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence.
• Build strong partnerships with IT and HRIS to bridge business intent and technical feasibility.
• Establish guiding design principles that reinforce simplicity, integration, compliance, and EVP alignment.
• Surface system dependencies, sequencing risks, and organizational impacts early to support responsible implementation planning.

Principal – Operational Excellence, AI Enablement

Account Executive

• Be the one building AI-powered experiences where they matter most.
• Create better customer experiences through AI-powered experience orchestration.
• Help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
• Act as a consultative sales professional.
• Take ownership for dedicated key accounts (5-10 accounts).
• Position the full Genesys solution portfolio, develop and manage a sales pipeline.
• Secure net-new business and drive revenue growth in a defined key account setup.
• Collaborate with other Account Executives as well as a Sales Leader & Coach.

Senior Account Executive – Enterprise

Support Engineer

• Provide technical support to Genesys Cloud customers through phone, email, chat, and screen-sharing sessions.
• Investigate, troubleshoot, and resolve incidents related to the Genesys Cloud platform, including voice and networking scenarios.
• Own customer cases end to end, driving resolution and escalating to other teams only when necessary.
• Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle.
• Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system.
• Contribute to knowledge base articles, troubleshooting guides, FAQs, and other support documentation.
• Stay up to date with Genesys Cloud products, features, and releases relevant to customer support.
• Work within defined SLAs, prioritizing and managing cases based on impact and urgency.
• Participate in an on-call rotation on a limited basis to support incidents outside standard business hours.

Technical Support Engineer

Events

• Own the end-to-end Americas events strategy, driving alignment with regional pipeline goals, revenue targets, and integrated marketing priorities
• Lead the design and execution of a diverse, high-impact events portfolio including trade shows, third-party conferences, executive programs, hosted events, hospitality experiences, and virtual engagements
• Drive measurable business outcomes by ensuring events contribute to pipeline creation, acceleration, customer retention, and partner engagement
• Influence cross-functional strategy by partnering with Field Marketing, Sales, and Global Events leaders to align programs with key business initiatives
• Establish scalable frameworks, playbooks, and governance models to standardize execution and elevate program quality across the region
• Lead, develop, and scale a high-performing events team, setting clear priorities, fostering accountability, and building leadership capability within the function
• Oversee budget strategy and investment optimization, ensuring efficient allocation of resources and strong return on marketing spend
• Champion a data-driven approach to performance measurement, defining success metrics and leveraging insights to continuously optimize program effectiveness
• Strengthen executive and stakeholder engagement by delivering high-quality, strategically aligned experiences that enhance brand perception and customer relationships
• Manage agency and vendor partnerships to deliver best-in-class execution and innovation across all event formats

Director, Events, Americas

Customer Success Manager

• Lead team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
• Coach team to apply 'empathy in action' to understand customers' business value drivers, success criteria, and KPIs.
• Lead and deliver compelling Executive Business Reviews (EBRs) to C-level stakeholders, articulating strategic value, ROI, and business impact.
• Guide team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
• Develop and present data-driven insights that resonate with executive stakeholders and drive strategic decision-making.
• Support team in helping customers achieve business outcomes through adoption of relevant Genesys products, services, and best practices.
• Enable team to drive customer reference-ability and advocacy.
• Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
• Coach team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain, and grow customers.

Senior Director, Customer Success

• Lead, coach, and develop a team of Customer Success Managers to deliver strong customer outcomes, retention, and growth
• Establish clear team goals, operating plans, and success metrics aligned with organizational priorities
• Drive consistent execution of customer success strategies, ensuring scalable and repeatable engagement models across the portfolio
• Guide development and execution of Customer Success Plans that align to customer business objectives and KPIs
• Enable identification and execution of expansion opportunities through increased product adoption and value realization
• Drive proactive risk management strategies that improve customer health and reduce churn
• Partner cross functionally with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
• Ensure seamless coordination of implementation, adoption, and ongoing success activities across the customer journey
• Support development of customer advocacy, reference programs, and success storytelling
• Use data and insights to influence strategy, improve team performance, and optimize customer outcomes