AI Transformation Engagement Lead

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 6000 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.

Core to our vision around Experience as a Service is building trust with and providing guidance to our customers and partners. As an AI Transformation Engagement Lead Agentic AI Orchestrator you will play a pivotal role in shaping and executing AI strategies for Genesys customers helping them transform customer and employee experiences through AI-driven innovations.

The Agentic AI Orchestrator partners with core account teams to accelerate AI transformation and deliver rapid time-to-value. The role partners with the client through the deployment of agentic AI capabilities to drive measurable business outcomes increase implementation velocity and ensure scalable production-ready solutions. By aligning AI use cases to clear KPIs and embedding strong governance and change management this individual proves early value drives adoption and helps clients realize tangible results from their AI deployments.

The ideal candidate is a strategic thinker with a proven ability to conceptualize design and implement AI solutions in a SaaS environment. They should have a passion for leveraging AI to solve real-world problems a deep understanding of operational efficiency and a track record of delivering business value through data-driven decision-making.

Key Responsibilities

Customer Engagement & AI Delivery

• Lead AI Transformation initiatives ensuring customer success throughout the consulting lifecycle from pre-sales activities to delivery and post-implementation support.

• Develop tailored AI strategies and solutions by understanding customers business challenges goals and operational contexts.

• Act as a trusted advisor for customer experience (CX) and AI innovation defining and delivering measurable KPIs and strategic roadmaps.

• Facilitate design thinking workshops and work sessions to define AI opportunities solutions and transformation roadmaps.

• Analyze data and customer processes to provide strategic AI recommendations that drive measurable impact.

• Establish clear success metrics and measurement frameworks to quantify business outcomes and value realization.

• Translate results into compelling customer and internal success narratives that demonstrate measurable impact.

Solution Design & Development

• Collaborate with Genesys product engineering and delivery teams to ensure the seamless integration of AI solutions into the Genesys platform.

• Build and refine repeatable AI advisory and transformation frameworks with an emphasis on scalable and industry-specific solutions.

• Identify and assess emerging trends in AI technologies and provide thought leadership to shape Genesyss AI strategy and offerings.

Business Development

• Partner with cross-functional teams (e.g. Product Sales Marketing) to position Genesyss AI capabilities as a competitive differentiator in the market.

• Contribute to the creation of sales collateral thought leadership materials and AI success stories to drive business growth.

• Support RFP responses SOW development and other pre-sales activities to drive the adoption of AI solutions.

• Identify expansion opportunities within existing engagements by linking measurable outcomes to additional AI use cases and strategic initiatives.

Thought Leadership & Collaboration

• Serve as a subject matter expert (SME) on AI transformation delivering actionable insights and recommendations to executive stakeholders.

• Collaborate with internal and external stakeholders to champion ethical AI practices ensuring solutions are secure compliant and aligned with customer needs.

• Actively contribute to the Genesys community and industry forums sharing best practices and innovative approaches to AI in CX.

Qualifications

Background

• A bachelors degree (business or STEM focus preferred); relevant masters is a bonus

• 10 years of relevant experience preferably in management consulting AI strategy and transformation or SaaS value consulting role in an analytical environment

• Proven track record in delivering large-scale AI-driven initiatives within enterprise environments.

AI Expertise

• Deep understanding of AI technologies including machine learning natural language processing automation and analytics.

• Familiarity with AI integration into SaaS platforms especially in contact center or CX transformation settings.

• Experience with designing and deploying AI-based solutions to improve customer and operational outcomes.

Strategic Thinking and Leadership

• Strong ability to define and execute AI roadmaps that align with business objectives.

• Proven ability to influence C-suite executives align cross-functional stakeholders and drive executive-level decisions that accelerate AI adoption and value realization.

• Adept at identifying structuring and solving complex business problems using AI-driven insights.

Data-Driven Decision-Making

• Strong ability to use data storytelling techniques to translate technical insights into actionable business recommendations.

• Proficiency in creating impactful presentations using tools such as Excel PowerPoint and data visualization platforms.

• Advanced analytical skills with proficiency in organizing and analyzing significant data

Interpersonal & Communication Skills

• Exceptional relationship-building skills with the ability to communicate complex AI concepts clearly to both technical and non-technical audiences.

• A collaborative team player with strong facilitation skills and a focus on delivering high-quality outcomes.

Adaptability & Growth Mindset

• Eagerness to stay updated on the latest AI trends and integrate them into Genesyss service offerings.

• Self-starter who thrives in a fast-paced environment with a focus on continuous improvement.

• Flexibility to support broader domains within the CX Advisory Consulting practice as part of comprehensive services needed during crucial team delivery times.

#LI-Hybrid

Additional Information

• Opportunity to shape and influence the future of AI transformation within a leading CX SaaS provider.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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