AI Transformation Engagement Lead, CX Advisory

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. 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, CX Advisory, 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 AI Transformation Engagement Lead, CX Advisory 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.

Location: Fully remote within U.S. (not limited to the states that the job is tagged to)

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 Genesys’s AI strategy and offerings.

Business Development

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

• Contribute to the creation of sales collateral, thought leadership materials, and AI success storie