At a Glance
- Tasks: Lead strategic AI engagements and drive impactful customer experience initiatives.
- Company: Join Genesys, a global leader in AI-powered customer experience solutions.
- Benefits: Enjoy competitive perks, independence, and the chance to make a real impact.
- Other info: Collaborative culture focused on empathy and innovation.
- Why this job: Shape the future of customer experience with innovative AI technology.
- Qualifications: 10+ years in AI, sales, and customer experience; strong communication skills required.
The predicted salary is between 80000 - 100000 £ per year.
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.
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.
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.
- 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.
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.
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.
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.
AI & Experience Orchestration Director employer: Genesys
Genesys is an exceptional employer that fosters a collaborative and inclusive culture, empowering employees to make a significant impact through their work. With a strong focus on empathy and innovation, the company offers extensive growth opportunities in the rapidly evolving field of AI and customer experience, alongside competitive benefits that rival larger tech firms. Joining Genesys means being part of a global team dedicated to redefining customer engagement while supporting personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land AI & Experience Orchestration Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Genesys. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Genesys before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AI & Experience Orchestration Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Genesys:Your cover letter is your chance to shine! Tell us why you want to work at Genesys specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Genesys!
How to prepare for a job interview at Genesys
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
