Genesys

Director

• Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels.
• Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation.
• Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care.
• Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities.
• Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives.
• Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.
• Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate.
• Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows.
• Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls.
• Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, digital engagement, orchestration, and AI-powered engagement capabilities.
• Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities.
• Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency.
• Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation.
• Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization.
• Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases.
• Collaborate with Sales, Customer Success, and Marketing teams to support customer adoption and market positioning.
• Engage directly with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities.
• Support business case development, investment prioritization, and strategic planning activities.

Director, Outbound Engagement

Support Engineer

• Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary.
• Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status
• Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs
• Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing
• Collaborate with other key Customer Success & Services team members to align on priority levels
• Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution
• Own relationships with technical counterparts within enterprise customers’ and partners’ organizations
• Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides
• Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution

Staff Enterprise Support Engineer

Customer Success Manager

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization, Professional Services to drive smooth implementation through go live, Renewal Managers to maintain strong forecasting and high retention rates, Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Customer Success Director

Account Executive

• Drive revenue, market share, and exceed new pipeline targets in your defined geographic region.
• Effectively lead and manage active sales opportunities with prospects and customers with the Genesys Way of Selling (MEDDPICC).
• Understand acquisition and procurement rules and processes to guide new customers through buying.
• Accurately forecast and exceed monthly, quarterly and yearly revenue targets
• Build, maintain, and iteratively evolve Territory Plans to crystallize and focus your strategy and priorities of work which align to Genesys’ strategic direction, including the development and management of a robust sales pipeline by engaging with prospects, partners, and key customers.
• Collaborate and build strategically with Genesys Partners, including our Value-Added Resellers (VAR), Integrator, AppFoundry, and Carrier channel partners to align on building a greater awareness to our solutions in the industry, conduct effective and streamlined opportunity management, and attending events together.
• Regularly plan initiatives with internal partners, including our Business Development Representatives, Field Marketing, Event Marketing, Channel, and Healthcare teams to support your regional territory revenue growth goals.
• Develop and refine your ability to present a compelling business value proposition for your customers through effective written and speaking communication skills.
• Understand the business and technical requirements of your customers and to help shape the direction of our product offerings.
• Collaborate with Genesys’ internal business partners, including our legal and finance teams, to manage complex contract negotiations.
• Prepare and deliver business reviews to the senior management team on quarterly and yearly strategies that align with revenue growth expectations.
• Accelerate customer adoption and ensure customer satisfaction in partnership with our Customer Success Managers.
• Become expert at positioning the business value of our Digital and AI portfolio
• Build a strong working knowledge of customer mission and priorities by researching Modernization plans, IT strategic plans, IG and GAO reports, etc.
• Become expert at aligning customer initiatives and priorities to Genesys capabilities in a way that differentiates our products and informs a strong Point of View on Why Genesys

Senior Account Executive – State and Local Government

Artificial Intelligence

• The AI and Experience Orchestration Director leads strategic engagements, working closely with core account teams to accelerate adoption of Genesys native AI and Experience Orchestration capabilities.
• This role brings deep expertise in AI powered customer experience and helps clients translate business goals into impactful AI use cases that deliver measurable outcomes.
• Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams.
• Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting.
• Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives.
• Serve as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider team.
• Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration.
• Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities.
• Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services.
• Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives.