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.
Partner Experience Manager (Director / Senior Director), Global GSIs
Job Description
Reporting to
Senior Director, GSI Partner & Alliances
Partner coverage
Accenture, Deloitte, IBM, Capgemini, Cognizant
Scope
One global role supporting regional teams
Travel
25–40% (partner and customer engagements; delivery governance checkpoints; QBRs)
Role Summary
The Partner Experience Manager is responsible for ensuring 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.
This role is a hands-on global operator who builds joint delivery approaches, owns the success plan for top pursuits, and creates end-to-end visibility across Genesys and GSI delivery activity to reduce friction, avoid conflict, and increase win-rates. This role prioritizes top strategic pursuits and ensures they are delivery-ready prior to closing. Secondarily, it builds repeatable delivery models and governance structures that scale across partners. Oversight of in-flight delivery is focused on a limited set of lighthouse engagements.
Why This Role Exists
Genesys wins with GSIs when we:
Key Outcomes Owned
Core Responsibilities
1) Build joint delivery taxonomy per GSI partner
Develop and operationalize a joint delivery taxonomy and “ways of working” for each lead GSI (Accenture, Deloitte, IBM, Capgemini, Cognizant), including:
Standard delivery stages, required artifacts, and quality gates (e.g., Discover → Scope → Design → Build → Validate → Launch → Operate/Optimize).
Joint RACI across Sales, Alliances, PS, Customer Success, and partner delivery leadership.
Standard templates and toolkits:
2) Top pursuits: own the joint scoping + delivery-ready + success plan motion
For each GSI partner, maintain and drive a rolling set of priority Top Accounts / Top Opportunities (in Americas and EMEA), and act as the single-threaded owner of the pursuit-to-delivery readiness experience, ensuring alignment from initial scoping through delivery-ready proposal
Lead joint working sessions to translate customer ambition into delivery-feasible scope, timelines, dependencies, and acceptance criteria.
Drive readiness reviews so proposals and SOWs are delivery-ready (scope integrity, governance, risk plan, success metrics).
3) Engagement with Genesys Professional Services
4) Monitor partner practice health and close internal visibility gaps
Create ongoing practice health and engagement transparency for each lead GSI to avoid conflict and maximize success.
Establish and maintain a Partner Practice Health view (capability readiness, solutioning maturity, delivery capacity signals, delivery performance themes).
Create “single source of truth” visibility for strategic GSI engagements within Genesys (who is engaged, where, in what capacity, and where conflict risk exists).
5) Drive adoption of agentic/A2A patterns where relevant (Salesforce + ServiceNow aware)
Where relevant, support differentiated solution shaping by incorporating modern operating patterns and cross-platform workflows.
Help teams identify where agentic / agent-to-agent (A2A) experiences can improve outcomes (e.g., faster resolution, end-to-end fulfillment, reduced handoffs).
Result: Improved differentiation in strategic pursuits and stronger end-to-end customer outcomes.
Tools & Operating Environment
Measures of Success (Scorecard)
Bookings influence (required)
Top pursuit effectiveness
Partner Engagement & Behavior
Delivery governance outcomes (oversight)
Visibility and conflict reduction
Reuse and scalability
Key Stakeholders
Qualifications
Required
10+ years in partner delivery operations, program leadership, customer success operations, enterprise delivery governance, consulting delivery management, or alliance execution roles.
Strong pursuit-to-delivery discipline: scoping rigor, risk management, stakeholder alignment, and success planning.
Ability to lead through influence across a global matrix organization (Sales, Alliances, PS, Customer Success, partner teams).
Preferred
Direct experience working at (or deeply with) one or more of: Accenture, Deloitte, IBM, Capgemini, Cognizant.
Competencies (what “good” looks like)
Success in this role is measured by improved joint win rates, reduced delivery friction, and increased partner-led execution in strategic accounts.
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.
$143,600.00 - $252,400.00
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.
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