Why This Job is Featured on The SaaS Jobs
This role stands out in the SaaS landscape because it sits at the intersection of cloud contact centre platforms and applied AI, where adoption is often shaped as much by commercial strategy as by product capability. Genesys Cloud is positioned as an AI-powered experience orchestration platform, and the “sales overlay” framing signals a specialist function designed to accelerate uptake of specific AI and orchestration features across existing account teams.
From a SaaS career perspective, the work builds durable skills in translating customer outcomes into AI use cases, structuring pilots and proofs of concept, and navigating multi-stakeholder buying groups. Experience gained here tends to transfer well across enterprise SaaS categories where value is proven through measurable impact, including CX, workflow automation, analytics, and AI applications. The remit also offers repeated exposure to how portfolio messaging, enablement, and field execution connect to pipeline progression and forecasting discipline.
The position is best suited to professionals who enjoy being a domain expert embedded alongside account executives rather than owning a single quota-carrying patch end to end. It will fit someone comfortable influencing without direct authority, leading workshops with senior stakeholders, and moving between technical depth and boardroom-level narratives.
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.
Job Summary:
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.
At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organisations to drive meaningful change. Joining Genesys means becoming part of a global team that is redefining how companies engage with our customers while fostering a collaborative and inclusive culture.
Key responsibilities include (but not limited to):
- Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders
- 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
- Ad-hoc duties as required by management
Key Cultural Values (how we do it):
- Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues (primarily AEs and sales managers) and to Genesys clients. Their goals are our goals, and we connect regularly through authentic conversations.
- Fly in formation: We are team players in everything we do. As specialists, we work with and through our assigned AEs, managers, and other colleagues (e.g., Customer Success and Professional Services) to deliver results. We stay in formation by speaking the language of MEDDPICC, being highly aware of and deeply involved in what’s happening in our assigned territories, and adding value at every turn with our perspective, presence, and work products.
- Go big: We are experts in AI and change agents within Genesys. Where appropriate and with empathy, we challenge colleagues, clients, and ourselves to think and act boldly to deliver greater innovation and outcomes for all parties.
Minimum experience:
- Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills
- Experience in sales overlay, specialist, or subject matter expert functions
- 10 to 12 years of experience in software, cloud, or AI related roles
- Proven capability in AI powered customer experience and conversational AI solutions
- Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
- Experience coordinating and executing AI proofs of concept
- Ability to create effective territory and account strategies that support growth objectives
- Strong critical thinking, problem solving, and communication skills
- Effective presentation skills with the ability to serve as a compelling subject matter expert
- Ability to manage multiple concurrent work streams and support numerous in flight opportunities across teams
Desirable Skills:
- Experience selling leading AI solutions for customer experience or contact centre transformation
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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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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.
