Teams at Genesys

Leads the design and execution of Genesys’s future Customer Success operating model, connecting Professional Services, customer engagement, AI, technology, talent, commercial models, and scaled delivery. Partners with executives to define transformation priorities, roadmaps, governance, and business cases; leads strategic initiatives from concept through adoption; and drives organizational change across a global matrixed SaaS environment.

Leads UX strategy and research for conversational AI across voice and digital experiences. Defines interaction principles, frameworks, and end-to-end journeys spanning dialogue, voice behavior, automation, human handoffs, and agentic systems. Partners with product, engineering, research, data science, and AI teams to translate technical capabilities into intuitive experiences, influence senior stakeholders, analyze real interaction data, mentor designers, and improve consistency, trust, and effectiveness across enterprise products.

Lead enterprise adoption of Agentic AI across Genesys Cloud, designing scalable architectures, integrations, data flows, proofs of concept, and production solutions. Translate business objectives into measurable customer experience and operational outcomes, advise executive stakeholders, optimize AI solutions after launch, and promote responsible AI practices involving security, privacy, HIPAA, and PCI compliance.