Jobs at Genesys

Design, build, and tune NLU models and agentic virtual agents on Genesys Cloud. Create and iterate prompts and evaluation frameworks, analyze conversation logs to identify failures, and implement data-driven improvements. Work with customers to gather requirements, present findings, and optimize production performance of LLM-driven interactions.

Lead strategic, high-touch customer success for enterprise SaaS accounts: build success plans, drive adoption, retention and expansion, run executive reviews, coordinate cross-functional teams, and translate technical solutions into business outcomes.

Lead enterprise technology portfolio management and governance to align investments with strategy. Drive prioritization, resource allocation, value realization, executive governance forums, AI-enabled analytics adoption, process improvements, and mentor a high-performing PMO team to improve delivery excellence across a global technology organization.

The Customer Success Manager, Director at Genesys leads enterprise customer relationships, drives business outcomes, and champions customer success initiatives while collaborating cross-functionally to achieve key growth and retention objectives.

Drive pipeline growth through inbound and outbound prospecting, qualify leads, collaborate with Account Executives, manage CRM data, use intent and account intelligence for personalized outreach, nurture prospects with content, and iterate on outreach performance to convert leads into sales opportunities.

This role coordinates compliance for contingent labor and broader HR Compliance, ensuring alignment with labor laws and providing guidance on policies and practices.

The Senior AI Partner Architect drives AI opportunities with partners and sales teams, creating reusable assets and frameworks, ensuring AI solutions' effectiveness, and shaping product direction based on feedback. They design AI systems, establish performance metrics, mentor partners, and support technical engagements, requiring strong AI acumen and communication skills.

The Senior Manager will lead Order Management operations in the Americas, ensuring efficient order processing, operational performance, and enhancing customer experiences through process improvement and automation initiatives.

Lead agile engineering teams in developing CRM integration capabilities for the Genesys Cloud platform, ensuring end-to-end delivery and alignment with business priorities. Drive technical strategy, enhance engineering excellence, and mentor team members in a high-impact environment.

Lead the Sales Transformation team focusing on AI strategy, workflow management, CRM migration, and sales technology optimization. Drive change management and stakeholder engagement while ensuring effective team leadership across multiple initiatives.

Lead end-to-end delivery and optimization of strategic global web initiatives. Coordinate cross-functional teams (Marketing, UX, SEO, Analytics, Engineering) to manage roadmaps, dependencies, governance, risks, launch readiness, and KPI-driven measurement. Apply Agile frameworks to improve predictability, stakeholder alignment, and continuous improvement across website redesigns, platform enhancements, and campaign launches.

Lead and coach a team of Customer Success Managers to drive customer retention, growth, and advocacy. Own executive relationship management, executive business reviews, QBRs, adoption and outcome-driven success strategies, cross-functional alignment with Sales, Professional Services, and Renewals, and data-driven insights to expand product usage and mitigate risk. Accountability for portfolio health, renewals forecasting, and driving customer advocacy.

Lead and develop a team of Customer Success Managers to drive adoption, retention, and expansion across enterprise accounts. Define success metrics and scalable engagement models, manage complex customer lifecycles, partner with Sales/Services/Renewals, and use data to reduce churn and deliver measurable business outcomes.

The Senior Revenue Accountant will support SaaS revenue recognition, ensuring compliance with ASC 606, validating data accuracy, preparing journal entries, and assisting in audits.

The Principal Agentic AI Solutions Architect will design and implement AI solutions for customers, lead workshops, and ensure compliance with security and privacy regulations while driving AI adoption.

Lead product strategy for Genesys Cloud Media Solutions, focusing on telephony and AI-driven voice platforms. Oversee cross-functional teams to enhance real-time communication capabilities, ensuring alignment with business goals and customer needs.

The Senior Business Operations Manager will analyze data to provide insights, support strategic initiatives, and partner with leadership across Genesys Cloud's operations.

Responsible for greenfield enterprise prospecting and pipeline generation using tools like Salesloft, 6sense, and LinkedIn Sales Navigator. Drive high outreach activity, map accounts, collaborate with BDRs and cross-functional teams, run targeted campaigns, and maintain CRM discipline in Salesforce to progress opportunities and grow market presence in verticals like Healthcare, Financial Services, Retail, and Technology.

Lead the architecture of the Workday Adaptive Planning platform, designing models, integrating systems, and ensuring platform governance while collaborating with stakeholders and optimizing performance.

Lead product strategy for foundational capabilities of Genesys Cloud, enhancing security, scalability, automation, and user experience for enterprises. Drive platform evolution from reactive to AI-assisted management by collaborating with cross-functional teams and engaging with customers.