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 seeking a VoC Solutions & Portfolio Principal for our Global Voice of the Customer Practice. This experienced and dynamic leader will own the design, evolution, and commercialization of our service offerings. Working across organizations and business groups, this role is responsible for shaping our VoC services and deliverables, defining go-to-market strategies, engaging with customers and our field teams to ensure effective scoping and delivery, and designing for scalable and consistently excellent results.
You will serve as the connective tissue between practice strategy, insights leadership, and go-to-market execution. This role owns offer architecture, portfolio effectiveness, and GTM strategy—ensuring our services are clearly defined, differentiated, positioned for success, deliver high customer value, and achieve growth for the practice.
Location: Fully remote within US
You are a good fit for this role if
Key Responsibilities
Offer Design & Architecture
Define and evolve VoC service offerings and the portfolio (e.g., VoC assessments, program design and optimization, ongoing advisory, activation programs).
Establish deliverable scope/content, value propositions, resource competencies/expertise and role accountabilities, resource estimation and pricing, and growth planning.
Portfolio Management
Go-To-Market Strategy
Define target segments, customer use cases and profiles, positioning, messaging, and differentiation.
Engagement & Delivery Model Governance
Strategic Partnership & Practice Growth
Requirements
8–12+ years of experience in professional advisory services/consulting, portfolio management, product management, or solutions strategy roles.
Experience in CX, VoC, SaaS, or professional services environments within Contact Center settings.
What success looks like in this role
#LI-Remote
#LI-AR1
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.
$163,100.00 - $286,900.00
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:
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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.
