Director, Professional Services - Conversational AI Delivery

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Job Summary:

Are you someone who has leveraged conversational AI to help organizations achieve their business success? Can you help executives and leaders understand how AI can improve core business processes, and impact how business value is delivered to customers? Can you influence large teams of people, even in the face of fear, uncertainty, or doubt to make progress? Help customer executives visualize digital transformation of the business through adoption of new AI technologies. If so, you may be the ideal candidate for the AI Leadership Role to join Genesys NA Customer Success and Services Organization.

The ideal candidate will have a deep understanding of industry AI technologies such as Conversational AI, Predictive AI, and Generative AI as it applies to the contact center space The successful candidate will be instrumental in shaping the strategic direction of our professional services practice and ensuring the successful delivery of AI solutions that drive value for our clients.

In this role you will be responsible for leading the team of professionals working directly with customers and internal teams within Genesys to deliver Self-service IVR and digital AI driven Bot applications leveraging market leading AI technologies. You will connect with customer executives from Genesys customers and prospects in North America and educate how to transform their business and demonstrate how to deliver cutting edge solutions using conversational and digital AI products and solutions from Genesys that transform the way their businesses interact with their customers. You’ll share best practices from personal experience and other Genesys success stories to help organizations understand our approach to success.

Your role will involve strategic planning, client engagement, and team leadership to ensure the successful implementation of AI-driven solutions.

Your communication style must be adaptable, thoughtful, and empathetic. You’ll work closely with customer account teams and their leaders, services sales engagement leaders, product development teams, conversation designers, speech scientists, and product owners to deliver best solutions based on the customers CX priorities and industry best practices.

Key Responsibilities:

Practice Leadership:

• Develop and execute a strategic vision for the Self-Service and AI Professional Services Practice.
• Lead and mentor a team of AI professionals including conversation designers, bot developers, speech and data scientists fostering a culture of innovation, collaboration, and excellence within the practice.
• Drive the practice's growth and profitability by identifying new market opportunities and expanding service offerings.
• Collaborate with Genesys cross-functional teams to ensure alignment with company objectives and customer needs.
• Monitor customer feedback and market intelligence to influence product roadmap and define go-to-market services strategies.
• Manage the budget for the Self-Service and AI Professional Services Practice, optimizing resource allocation for maximum ROI and customer sat.

Client Engagement:

• Develop and maintain strong relationships with key stakeholders, including customers, partners, and industry influencers.
• Collaborate with the sales and account management teams to identify opportunities for AI-driven solutions to support velocity and success.
• Participate in presales and discovery process, leading the AI team efforts to understand customer needs and help identify, document, and estimate scope and effort for the Genesys proposals.
• Understand clients' business challenges and objectives to lead the team of professional responsible for delivery of AI solutions.
• Oversee project delivery, identify issues, and implement solutions ensuring high-quality outcomes and customer satisfaction.
• Act as a trusted advisor, providing thought leadership and guidance on AI strategy internally with Customer Success and Services and companywide.

AI Expertise:

• Stay current with the latest trends and advancements and best practices in Conversational AI, Predictive AI, and Generative AI technology evolution and adoption.
• Provide technical leadership and expertise to the team, offering guidance on best practices and methodologies.
• Drive innovation by exploring new AI technologies and approaches to enhance service offerings.

Qualifications:

• BS or MS degree in Computer Science, Artificial Intelligence, or a related field. MBA or relevant business degree is a plus.
• Proven ex