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 stories to drive business growth.

• Support RFP responses, SOW development, and other pre-sales activities to drive the adoption of AI solutions.

• Identify expansion opportunities within existing engagements by linking measurable outcomes to additional AI use cases and strategic initiatives.

Thought Leadership & Collaboration

• Serve as a subject matter expert (SME) on AI transformation, delivering actionable insights and recommendations to executive stakeholders.

• Collaborate with internal and external stakeholders to champion ethical AI practices, ensuring solutions are secure, compliant, and aligned with customer needs.

• Actively contribute to the Genesys community and industry forums, sharing best practices and innovative approaches to AI in CX.

Qualifications

Background

• A bachelor’s degree (business or STEM focus preferred); relevant masters is a bonus

• 10+ years of relevant experience, preferably in management consulting, AI strategy and transformation, or SaaS value consulting role in an analytical environment

• Proven track record in delivering large-scale AI-driven initiatives within enterprise environments.

AI Expertise

• Deep understanding of AI technologies, including machine learning, natural language processing, automation, and analytics.

• Familiarity with AI integration into SaaS platforms, especially in contact center or CX transformation settings.

• Experience with designing and deploying AI-based solutions to improve customer and operational outcomes.

Strategic Thinking and Leadership

• Strong ability to define and execute AI roadmaps that align with business objectives.

• Proven ability to influence C-suite executives, align cross-functional stakeholders, and drive executive-level decisions that accelerate AI adoption and value realization.

• Adept at identifying, structuring, and solving complex business problems using AI-driven insights.

Data-Driven Decision-Making

• Strong ability to use data storytelling techniques to translate technical insights into actionable business recommendations.

• Proficiency in creating impactful presentations using tools such as Excel, PowerPoint, and data visualization platforms.

• Advanced analytical skills with proficiency in organizing and analyzing significant data

Interpersonal & Communication Skills

• Exceptional relationship-building skills with the ability to communicate complex AI concepts clearly to both technical and non-technical audiences.

• A collaborative team player with strong facilitation skills and a focus on delivering high-quality outcomes.

Adaptability & Growth Mindset

• Eagerness to stay updated on the latest AI trends and integrate them into Genesys’s service offerings.

• Self-starter who thrives in a fast-paced environment with a focus on continuous improvement.

• Flexibility to support broader domains within the CX Advisory Consulting practice as part of comprehensive services needed during crucial team delivery times.

Additional Information

• Remote role with some travel required.

• Opportunity to shape and influence the future of AI transformation within a leading CX SaaS provider.

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.