Why This Job is Featured on The SaaS Jobs
Genesys is a mature SaaS platform company operating in the customer experience (CX) category, where market perception is tightly linked to product credibility and enterprise adoption. A regional external communications leadership role in LATAM is notable in SaaS because it sits at the intersection of cloud platform positioning, AI narratives, and category education—areas that increasingly shape buying committees as much as feature differentiation.
For a SaaS communications career, this kind of remit builds durable skills in translating complex cloud and AI concepts into executive-ready messaging, managing multi-market media ecosystems, and aligning PR with product milestones and customer proof points. It also offers practice operating within a global operating model—balancing regional nuance with centralized narratives—an experience that transfers well across platform SaaS businesses expanding internationally.
This role fits a senior communications leader who prefers owning strategy while remaining close to execution, and who enjoys navigating ambiguity that comes with regional growth programs. It will suit someone energized by stakeholder management across marketing, sales, and leadership, and who wants their craft measured through outcomes such as share of voice, narrative pull-through, and media impact across Brazil and Mexico.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Genesys is expanding its external communications team in Latin America to amplify awareness of the company’s leadership in AI-powered Experience Orchestration and its vision to deliver the power of empathy to every experience.
The external communications team is a passionate group with a culture rooted in trust, collaboration, and open dialogue that welcomes healthy debate and diverse perspectives. Together, we’re helping to lead the industry transformation from service to the experience economy, where businesses differentiate through empathetic, AI-powered engagement that connects customers and employees across every touchpoint.
This position presents an exciting opportunity to elevate and expand the company’s regional communications strategy, building upon the early success of our Latin America PR program to bring to life the stories of how organizations are transforming customer and employee experiences with Genesys Cloud™, the company’s AI-powered Experience Orchestration platform.
As Director of External Communications, LATAM, you’ll develop high-impact strategies and programs that advance the company’s brand reputation, momentum, and innovation narrative across the region.
Success in this role requires the ability to develop a strategic communications program, including corporate, product, and executive; build strong relationships with internal stakeholders and regional executives; drive media relations; and manage PR agencies through periods of rapid transformation.
Key Responsibilities:
- Lead external communications strategy and execution for Genesys across Latin America, focusing on Brazil and Mexico as core markets.
- Develop compelling programs that demonstrate Genesys leadership in AI-powered Experience Orchestration, the experience economy, and responsible AI innovation.
- Plan and execute high-impact media events to amplify critical company and product milestones.
- Provide strategic communications counsel to senior executives and regional leaders.
- Strengthen regional media relationships and proactively drive coverage across business, technology, and industry outlets.
- Partner with global and regional marketing, customer advocacy, and sales teams to promote key initiatives, customer stories, and industry recognition.
- Manage PR agencies, budgets, and reporting to ensure measurable results.
Minimum Qualifications:
- 12+ years of experience in public relations, with a strong track record in enterprise technology communications.
- Deep experience managing PR programs across Latin America, with emphasis on Brazil and Mexico. Familiarity with other Latam markets, including Chile and Colombia.
- Proven ability to lead and execute B2B communications programs that drive business outcomes and brand reputation.
- Robust network of relationships with key technology and CX media outlets in Brazil in Mexico to enhance visibility and influence within the industry.
- Strong leadership and mentorship skills, with a collaborative, transparent, and accountable approach to teamwork.
- Deep understanding of enterprise technology trends—including AI, cloud, and digital transformation—and the ability to distill complex concepts into clear, impactful messaging.
- Demonstrated success operating in fast-paced, global environments, balancing strategic vision with hands-on execution.
- Exceptional writing and storytelling skills, capable of shaping persuasive narratives and high-quality executive communications.
- Fluency in Portuguese, Spanish and English required
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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:
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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.
