Genesys

Artificial Intelligence

• Design end-to-end AI systems for customer experience use cases.
• Architect reliable, production-ready AI solutions that go beyond prompt design, combining LLMs, deterministic workflows, tools, and orchestration layers.
• Define how AI interacts across the full journey (self-service, agent copilot, journey management, and back-office automation), including fallback strategies, human handoff, and failure handling.
• Optimize retrieval-augmented generation (RAG) and knowledge architectures to extend Genesys solutions where required.
• Design scalable knowledge and retrieval strategies that ground AI responses in enterprise data.
• Develop approaches for content structuring, chunking, embedding, and ranking to ensure accuracy, relevance, and freshness.
• Partner with customers to align AI outputs with trusted knowledge sources while balancing performance, latency, and governance requirements.
• Establish AI evaluation frameworks and quality measurement strategies - Define how success is measured for AI-driven experiences, including accuracy, containment, customer satisfaction, and business impact.
• Create test sets, evaluation methodologies, and feedback loops to continuously improve performance.
• Translate technical quality metrics into business-relevant outcomes to support customer decision-making and adoption.
• Engineer contextual AI experiences that leverage real-time data and conversation state - Design how AI systems incorporate dynamic context such as customer data, interaction history, and external signals.
• Optimize context management and prompt structure to maximize relevance while managing token limits and response quality.
• Ensure AI interactions remain coherent, personalized, and aligned across channels and touchpoints.
• Design for scalability, latency, and cost efficiency in enterprise environments - Evaluate and optimize AI solutions for real-world constraints, including response time (especially for voice), throughput, and cost at scale.
• Make informed tradeoffs across model selection, caching strategies, and architecture patterns to deliver performant and economically viable solutions.
• Ensure designs meet enterprise expectations for reliability and responsiveness.
• Work with Genesys Strategic Technology partners and GSI partners to build, refine, and optimize their Genesys Cloud development lab environments with a focus on AI.

Senior AI Partner Architect

Sales

• Reporting to Senior Director, GSI Partner & Alliances
• Ensure Genesys and our five lead Global Systems Integrator (GSI) partners consistently design, scope, govern, and deliver successful customer engagements focusing on repeatable, high-quality outcomes that strengthen partner trust and improve Genesys differentiation.
• Build joint delivery approaches, own the success plan for top pursuits, and create end-to-end visibility across Genesys and GSI delivery activity to reduce friction, avoid conflict, and increase win-rates.
• Prioritize top strategic pursuits and ensure they are delivery-ready prior to closing.
• Oversight of in-flight delivery is focused on a limited set of lighthouse engagements.

Global Alliance Sales Director – GSIs

Frontend Engineer

• Driving the evolution of Genesys.com as a high-performance, globally scalable digital platform
• Own the end-to-end strategy, architecture, and execution of the enterprise web platform
• Lead modernization initiatives, introduce emerging technologies, and elevate platform performance
• Define and execute the long-term technical vision and roadmap for the global web platform
• Own the enterprise WordPress ecosystem, ensuring scalability, flexibility, and maintainability
• Drive adoption of modern architectures, including API-driven and headless approaches
• Establish and enforce engineering standards that elevate code quality, accessibility compliance, and platform reliability
• Oversee hosting strategy, infrastructure performance, and CI/CD pipelines
• Strengthen platform security and governance

Director, Web Engineering

Marketing

• Driving enterprise growth across a defined portfolio of strategic accounts
• Partnering directly with Strategic Account Directors to influence revenue outcomes
• Lead the development and execution of account-based marketing (ABM) strategies
• Align account strategy with business priorities and active deal cycles
• Deliver measurable impact across pipeline creation, deal acceleration, and account expansion
• Develop and deliver high-touch, executive-level programs including roundtables and advisory sessions
• Track and analyze account engagement, pipeline impact, and program performance
• Own budget allocation across accounts and prioritize investments based on performance insights

Senior Field Marketing Manager, Strategic Accounts

Operations

• Own the global web roadmap for Genesys.com, aligning priorities to business goals, demand generation, and customer experience strategy
• Lead end-to-end web product management and operations, from intake and prioritization through delivery and ongoing optimization
• Orchestrate product, program, and localization resources, ensuring clear ownership, capacity alignment, and efficient execution across initiatives
• Partner with engineering, design, marketing, and regional teams to deliver scalable, user-centric web experiences that drive engagement and conversion
• Drive agile planning and execution, including backlog management, sprint planning, and cross-functional coordination to accelerate delivery and outcomes
• Establish and optimize web processes, workflows, and governance across content, design, development, and localization to improve scalability and efficiency
• Ensure the roadmap drives continuous improvement through experimentation, including SEO, CRO, personalization, and UX/UI enhancements
• Champion data-driven decision-making, leveraging analytics to improve engagement, conversion, and overall digital performance
• Oversee workflows across web ecosystem integrations, ensuring systems and platforms operate seamlessly together at scale
• Drive resource planning and prioritization for large-scale initiatives and ongoing operations to maximize impact and delivery efficiency
• Lead discovery efforts, audits, and workshops to define customer-first requirements and scalable digital solutions
• Scale global web experiences with localization, partnering with regional teams to balance global consistency with local relevance
• Ensure compliance with accessibility standards, legal requirements, privacy regulations, and brand guidelines across all web properties
• Collaborate with program and project managers to track delivery, manage risks, and ensure high-quality, on-time execution
• Communicate roadmaps, progress, outcomes, and strategic direction to senior stakeholders and cross-functional partners
• Build, mentor, and lead a growing global team across web product management, production, localization, and agile operations

Senior Web Operations Manager

• Own the Americas marketing contribution to pipeline and bookings, with accountability for marketing-engaged pipeline, conversion, and ROI across segments
• Define and execute the regional field marketing strategy aligned to global go-to-market priorities and regional growth objectives
• Establish clear performance metrics and forecasting inputs, providing visibility into pipeline health and marketing impact to executive leadership
• Act as a strategic partner and challenger to Sales leadership, co-developing go-to-market strategy, territory priorities, and growth initiatives
• Drive alignment across Enterprise, Commercial, and growth segments, ensuring marketing strategies are tailored to sales motions and customer needs
• Define and operationalize account-based and segment-specific marketing strategies, with a focus on high-value account engagement and pipeline acceleration
• Partner with regional Sales and cross-functional teams to prioritize markets, align on growth opportunities, and ensure effective marketing support across growth countries and segments
• Lead the execution of the Latin America field marketing strategy, translating global and regional priorities into localized, in-market programs that drive pipeline and growth
• Oversee the planning and execution of integrated, multi-channel marketing programs that drive demand, engagement, and customer growth
• Ensure consistency in strategic approach while enabling flexibility and localization across regions
• Collaborate with global marketing to adapt and scale campaigns and ensure consistency across markets
• Drive alignment across Sales, Sales Development (BDR/SDR), Partner Marketing, and Customer Success to deliver full-funnel impact from pipeline creation through to expansion
• Collaborate with global and regional stakeholders to deliver cohesive, high-impact customer experiences
• Lead, develop, and scale a high-performing field marketing team, fostering a culture of accountability, innovation, and continuous improvement
• Own regional marketing performance measurement, including pipeline creation, marketing influence, conversion metrics, and return on investment

Senior Director, Field Marketing, Americas

Full-stack Engineer

• Own end to end delivery of AI driven features, from problem framing through design, development, deployment, and continuous iteration in production
• Design and build agentic systems that plan, reason, and act using tools and APIs, improving reliability, safety, and observability of LLM powered applications
• Develop full stack solutions across React and TypeScript frontends, backend services, and LLM integration layers to deliver cohesive user and system experiences
• Translate ambiguous customer problems into scalable product solutions by partnering with product, solution consultants, and enterprise stakeholders
• Build and enhance evaluation frameworks that measure quality, cost, latency, and robustness of AI systems under real world conditions
• Drive experimentation cycles by rapidly prototyping, testing hypotheses, and iterating based on measurable outcomes

Senior Software Engineer, Full Stack

• Develops and/or enhances relationships with TSD partners within assigned region to ensure successful Pipeline and Booking flow requirements needed to meet revenue targets in assigned territory.
• Identify key TSD partners of focus, specifically, pertaining to well positioned partners to deliver pipeline or bookings needed to achieve monthly, quarterly, or annual Pipeline and Bookings targets.
• Maintain regular communication with partners to keep them up-to-date and informed on the Genesys Partner Program, industry position, winning strategies and “Why Partner with Genesys”.
• Serves as a thought leader, presenting to regional partners on industry trends, products and sales tools while proactively anticipating.
• Coordinate and collaborate with cross-functional teams within Genesys (including solution consulting organization, product marketing, sales, sales operations, etc.) providing advanced experience and knowledge to proactively address partner needs (to create a world-class experience.
• Align regional sales teams with relevant partners through targeted demand generation and account mapping activities with a focus on partners who provide Credibility, Capability, Commitment to Genesys and a Relevant Customer Base.
• Proactively prevent issues or conflicts that may arise during opportunity registration.
• Serve as a partner to assist with any issues or conflicts that may arise during opportunity registration or during the field engagement process.
• Hold partners and the stakeholders accountable to agree upon goals through regular cadence meetings to manage and track progress.

Senior Partner Sales Manager

Events

• Develop and execute a scalable, integrated events strategy that drives awareness, engagement, and pipeline across the Americas region, aligned to core business and marketing objectives.
• Plan and execute a diverse mix of events including trade shows, third-party conferences, hosted events, executive programs, hospitality experiences, and virtual events/webinars, directly owning priority programs.
• Build and refine event playbooks, processes, and best practices to enable consistent, high-quality execution and scalability across the region.
• Execute and support end-to-end event delivery, including strategy, planning, logistics, vendor management, on-site execution, and post-event follow-up, while ensuring high standards across all programs.
• Manage, coach, and develop a team of two event professionals, providing clear direction, prioritization, and career development while fostering a high-performing, accountable team culture.
• Manage the Americas events budget, including planning, tracking and reconciliation of spend.
• Track and report on event performance including engagement, pipeline contribution, and ROI; apply insights to optimize future programs.
• Work closely with Field Marketing, Global Events, and other stakeholders to align on program execution and support regional priorities.
• Manage external vendors and internal stakeholders to ensure smooth execution and high-quality event delivery.

Senior Manager, Events, Americas

• Support the planning and execution of North America events, including Genesys-hosted events, third-party conferences, trade shows, field events, and virtual experiences.
• Assist Event Managers with event logistics and coordination, including timelines, registration management, vendor coordination, shipping, on-site support, and post-event follow-up.
• Help maintain the Americas events calendar and support coordination across internal teams to ensure alignment and visibility.
• Support execution of event playbooks, sales activation kits, and materials to enable sales engagement and follow-up.
• Assist with tracking event-related expenses and invoices and support budget tracking with guidance from Event Managers.
• Support collection and tracking of event performance metrics, including attendance, engagement, pipeline contribution, and feedback.
• Partner with Field Marketing, Global Events, Sales, and other internal teams to support seamless event execution and communication.
• Support communications related to events, including internal updates, event snapshots, and coordination of post-event materials.
• Provide on-site and virtual event support as needed, including setup, registration, and day-of coordination.

Events Specialist

• Assist in the execution of integrated partner marketing programs that drive awareness, demand, and pipeline across partner segments (VARs, TSDs, BPOs, STPs, GSIs).
• Support joint marketing initiatives with partners, including webinars, events, digital campaigns, email nurtures, and content programs, ensuring timelines and deliverables are met.
• Work closely with Partner Sales, Field Marketing, Product Marketing, and Global teams to support aligned partner go-to-market execution.
• Maintain partner marketing calendars, processes, and documentation to enable scalable execution across the partner ecosystem.
• Assist in coordinating partner marketing assets and materials, working with internal teams to ensure partners have the tools needed to execute campaigns.
• Support tracking of partner marketing performance, including campaign metrics, partner engagement, and pipeline contribution, and assist with reporting and analysis.
• Support communications with partners and internal stakeholders to ensure clear alignment, timely follow-up, and smooth execution of partner marketing initiatives.

Partner Marketing Specialist

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

Director

• Own and drive end-to-end Professional Services revenue strategy across assigned accounts, influencing pipeline creation, deal structure, and revenue attainment
• Develop and expand a high-quality services pipeline by identifying transformation opportunities tied to AI-enabled CX, automation, and data-driven initiatives
• Lead complex services sales cycles by positioning consulting, implementation, migration, and optimization offerings aligned to measurable customer outcomes
• Design and deliver outcome-focused proposals that demonstrate ROI, operational efficiency gains, and enhanced customer experience
• Partner cross-functionally with Account Executives, Solution Consultants, and delivery leadership to drive alignment throughout the full customer lifecycle
• Influence executive stakeholders to define and execute transformation roadmaps, including AI adoption, governance, and innovation strategies
• Navigate multi-layered customer environments to negotiate and close large-scale Professional Services engagements
• Ensure alignment between sold services and delivery execution to drive customer satisfaction, retention, and long-term value realization
• Expand services footprint within existing accounts by identifying opportunities for optimization, innovation, and AI enablement
• Monitor market trends, competitive dynamics, and customer buying behaviors to refine services positioning and strategy

Senior Services Engagement Director

Consultant

• Partner with Sales and customers to design AI-powered CX strategies and solutions
• Support and progressively lead consultative discovery sessions focused on business outcomes and experience gaps
• Position Genesys Cloud as an experience orchestration platform , not just a contact center
• Deliver and support compelling demos, POCs and presentations , often in collaboration with senior team members
• Contribute to solution design and architecture across CCaaS, AI, integrations, APIs, and cloud ecosystems
• Identify and help articulate AI-driven use cases (self-service, agent assist, personalization, analytics)
• Assist in building business cases tied to ROI and operational efficiency
• Support RFx processes with strong technical contributions
• Collaborate closely with peers, partners, and internal experts to deliver winning solutions
• Grow into a trusted advisor role across the sales cycle

Senior Solution Consultant

Product Manager

• Define and execute the product roadmap for Genesys Cloud Media Solutions, driving innovation in modern telephony and AI-powered voice platforms
• Lead cross-functional alignment across product, engineering, sales, support, finance, legal, and IT to deliver cohesive platform capabilities
• Translate emerging market demands in AI voice, automation, and real-time communications into scalable, API-driven product strategies
• Drive go-to-market execution by enabling sales teams with clear product positioning, training, and supporting materials
• Influence commercial strategy by supporting partnerships, contracts, and enterprise customer engagements
• Identify and scale new revenue opportunities through programmable communications, APIs, and AI-powered media services
• Lead the evolution of telephony platforms to deliver high-performance VoIP, WebRTC, and real-time media capabilities at global scale
• Drive improvements in audio quality and reliability through optimization of latency, jitter, packet loss, and codec strategies
• Champion API-first platform design to accelerate developer adoption and partner integrations
• Establish analytics frameworks to measure usage, performance, and customer experience metrics, including media quality indicators
• Leverage data insights to optimize usage-based pricing models and monetization strategies
• Ensure transparency through accessible reporting of usage, billing, and performance metrics via APIs and applications