Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
What this role is:
This is a pivotal leadership role that sits at the intersection of enterprise technology, global operations, and digital transformation. As the Director of Applications & AI Ops, you will be the strategic force behind the delivery, performance, and continuous innovation of our enterprise application ecosystem. You’ll oversee global teams, ensure seamless service delivery, and champion intelligent automation through AI and analytics.
As a key member of the IT Business Solutions Team, you will help shape and execute the enterprise application and AI operations strategy that enables scalable digital transformation, directly influencing business performance, efficiency, and customer outcomes.
Your mission: drive operational excellence and scale solutions that empower the business to move faster, smarter, and more efficiently.
What this role isn't:
This is not a hands-off, status-quo leadership position. It’s not limited to maintaining systems or reacting to incidents. This role does not operate in isolation — it’s deeply cross-functional and global. If you're looking for a narrow IT management job or a strictly technical delivery role, this isn't it. This role is about transformational leadership, strategic vision, and the orchestration of outcomes across people, platforms, and partners.
What you’ll bring to the table:
You’re a visionary leader who thrives on transforming complex IT operations into streamlined, scalable ecosystems. With a potent blend of strategic thinking, technical acumen, and a global mindset, you know how to lead through change and bring out the best in diverse, distributed teams. You are as comfortable shaping enterprise strategy with executives as you are driving operational excellence with delivery teams. Your approach is data-driven, people-focused, and relentlessly forward-looking — always seeking opportunities to innovate, optimize, and deliver exceptional business outcomes.
Some details about what you’ll do:
Define and execute a comprehensive global strategy for enterprise application operations and delivery.
Lead day-to-day operations across platforms to ensure uptime, performance, and user satisfaction.
Oversee release management, change control, and incident response processes under ITIL/Agile principles.
Drive delivery of large-scale programs, including new implementations, upgrades, integrations, and cloud migrations.
Collaborate with architecture, engineering, and business stakeholders to shape solutions that drive business value.
Build and lead a high-performing global team across diverse geographies and time zones.
Manage global vendor relationships and offshore delivery centers with clear SLAs and KPIs.
Continuously explore and implement AI-driven insights, analytics, and automation to optimize delivery and support.
Drive financial stewardship across the function — accountable for budget planning, resource allocation, and vendor optimization to maximize ROI.
Develop and mentor emerging leaders, fostering a culture of innovation, accountability, and continuous improvement.
Establish governance frameworks to manage performance, innovation, and risk across the global application and AI ecosystem.
Requirements:
15+ years in IT operations, application delivery, or service management, with global scope.
Demonstrated success leading global teams across time zones and cultures, including onshore/offshore models.
Experience with enterprise application platforms and ecosystem integrations.
Proficiency in Agile, DevOps, and ITIL frameworks.
Track record of driving operational transformation, including automation, analytics, and AI/ML integration.
Proven success managing large-scale budgets, optimizing vendor investments, and delivering measurable ROI on technology initiatives.
Experience with AI/ML technologies and cloud-based service models (e.g., SaaS, PaaS).
Experience managing enterprise vendors and partner ecosystems with accountability for SLAs and commercial governance.
Ability to present to and influence senior stakeholders with data-driven insights and operational storytelling.
Excellent communication, change management, and stakeholder engagement skills.
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$149,900.00 - $278,500.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
