Jobs at Genesys

Administer, configure, monitor, and continuously improve the ServiceNow platform. Responsibilities include managing access controls, forms, workflows, Service Catalog items, reports, integrations, data quality, incidents, upgrades, releases, documentation, and basic automation. The administrator collaborates with engineers, architects, process owners, and global stakeholders to troubleshoot issues, maintain governance and security standards, support ITSM capabilities, and improve platform performance and user experience.

Designs production-ready enterprise AI architectures for customer experience use cases, including LLMs, RAG, orchestration, tools, agentic AI, integrations, governance, evaluation, and observability. Leads presales discovery, demonstrations, prototypes, pilots, and value assessments while advising executive stakeholders. Partners with sales, Professional Services, Product Management, and Engineering to validate scalable solutions, influence product direction, and develop reusable field enablement assets.

Lead development of full-stack CRM integrations and cloud-native services across Salesforce, ServiceNow, Zendesk, telephony providers, and AWS. Build scalable UIs, REST APIs, event-driven systems, automated tests, and infrastructure. Improve reliability, performance, monitoring, alerting, and incident response while participating in on-call operations. Influence architecture, review code, mentor engineers, troubleshoot production incidents, and apply AI-assisted development practices responsibly.

Develop and execute recruiting strategies for technical roles across North America. Source passive candidates using Boolean search, AI tools, LinkedIn, talent mapping, and targeted outreach. Partner with technical leaders to define hiring needs, advise on talent markets, and influence recruiting decisions. Use recruiting analytics and pipeline data to improve outcomes while delivering an inclusive, compelling candidate experience.

Own customer success for strategic enterprise accounts by developing success plans, driving adoption and value realization, monitoring customer health, leading executive business reviews, identifying risks, and coordinating Professional Services, Support, Product, and Sales. Build trusted executive relationships, translate technical capabilities into business value, strengthen retention and advocacy, and identify opportunities for expanded adoption and growth.

Leads Genesys’ AI product marketing strategy, including positioning, messaging, competitive differentiation, go-to-market programs, launches, customer proof, analyst engagement, and seller enablement. Partners with Product, Engineering, Sales, Customer Success, and Marketing to translate complex AI capabilities into compelling enterprise value. Represents Genesys externally as an AI thought leader and builds and develops a high-performing product marketing team while measuring impact across pipeline, adoption, seller effectiveness, competitive wins, and market perception.

Lead coordination and operational rhythm for an engineering platform portfolio. Ensure cross-team alignment, manage dependencies and risks, maintain Jira/Confluence tracking, produce executive communications and dashboards, improve documentation and automation, and streamline intake and reporting to accelerate delivery and reduce friction.

Lead the design and execution of Genesys’s future Customer Success operating model, initially focusing on Professional Services. Define transformation strategies, multi-year roadmaps, commercial models, AI opportunities, governance, and scalable customer-facing capabilities. Lead strategic initiatives from design through adoption, influence executives across a global matrixed organization, and connect customer outcomes with growth, retention, expansion, and delivery performance.

Manage global marketing budget planning, forecasting, expense timing, accruals, and campaign ROI analysis. Partner with Finance, Marketing Analytics, and Marketing Operations to improve forecast accuracy, reporting, and budget-owner experiences. Build campaign-level tracking tools, automate management reporting using SQL, develop dashboards, identify process improvements, support data-driven projects, and supervise one employee.

Design, develop, and operate production-grade agentic AI systems and conversational interfaces. Build scalable machine learning pipelines, integrate LLM-powered agents, and productionize APIs and microservices with strong reliability, security, and observability. Collaborate with research, engineering, and product teams to turn prototypes into robust solutions. Write tested, maintainable Python code, review code, mentor peers, and contribute to architecture and technical standards.

The VP, Global Sales Operations leads strategic initiatives to enhance sales performance, develop high-performing teams, and leverage AI for operational efficiency, partnering with cross-functional leadership to align with growth goals.

The Senior Technical Account Manager is responsible for ensuring technical success for Genesys customers, managing relationships, and delivering feedback for platform adoption while promoting best practices and operational improvements.

Supports the full third-party risk management lifecycle, including vendor intake, security assessments, risk ratings, evidence review, issue tracking, remediation validation, and ongoing monitoring. Administers UpGuard workflows, evaluates SOC 2 reports, ISO 27001 certifications, penetration-test summaries, policies, and questionnaires, documents control gaps, writes risk narratives, recommends remediation or compensating controls, and improves TPRM processes and playbooks.

The Deal Desk Manager leads commercial strategy and governance for complex SaaS transactions. Responsibilities include pricing, deal structure, approvals, contract negotiations, financial analysis, margin and revenue considerations, and risk management. The role advises Sales teams, coordinates cross-functional stakeholders, negotiates terms within authority, and improves pricing, deal review, and quote-to-cash processes. It also supports scalable commercial governance and transformation initiatives across Sales, Legal, Finance, Pricing, and Revenue Operations.

Leads a regional Business Development organization responsible for pipeline generation, prospecting strategy, conversion performance, and revenue growth. Manages, coaches, and develops BDRs; builds enablement programs, playbooks, and promotion pathways; partners with Sales and Marketing on go-to-market strategies; analyzes pipeline and campaign data; improves forecasting and process efficiency; and champions CRM, sales engagement, and AI-enabled prospecting technologies.

Manage and optimize marketing and sales technology (Salesforce, SalesLoft, 6sense, etc.) to improve adoption, reporting, data quality and operational efficiency. Build dashboards, support integrations, troubleshoot issues, drive process improvements, and enable BDR/BD teams through governance, training and analytics.

Support and mature enterprise FinOps practices for cloud and AI environments. Monitor and report spend, enforce tagging and cost allocation, track AI-specific metrics (tokens, GPU hours), identify optimization opportunities, maintain FinOps tooling and dashboards, and provide financial inputs for governance and PMO reviews.

The Revenue Analyst will handle revenue recognition tasks, ensuring accurate reporting and compliance with accounting policies, assisting in close processes, and conducting ad hoc analyses.

Design and build scalable AWS cloud, Big Data, and machine-learning infrastructure for AI-powered Workforce Management. Lead distributed data pipeline and workflow-orchestration projects from architecture through production, improve reliability, scalability, observability, security, and cost efficiency, and develop automated testing. Collaborate across engineering, data science, product, and platform teams while influencing architecture, owning major initiatives, reviewing designs and code, and mentoring junior engineers.

Generate new business in Mexico by outbound prospecting and qualifying inbound leads, build targeted account strategies, partner with Account Executives, keep Salesforce updated, and help grow pipeline for Genesys cloud and AI-powered customer experience solutions.