Jobs at Genesys

The Customer Success Manager, Director at Genesys leads enterprise customer relationships, drives business outcomes, and champions customer success initiatives while collaborating cross-functionally to achieve key growth and retention objectives.

Develop and maintain Angular-based web applications and reusable UI components. Own features through design, implementation, automated testing, deployment, and production support. Integrate REST APIs, participate in code reviews, troubleshoot technical issues, and collaborate with UX designers, product managers, and engineers. Focus on performance, accessibility, security, usability, telemetry, and continuous improvement across the software development lifecycle.

Leads the global Genesys Cloud Product Support team, overseeing staffing, scheduling, training, coaching, performance reviews, hiring, escalations, and customer issue resolution. Establishes KPIs, manages team performance, improves operational processes, and develops high-performing teams through behavioral coaching. Requires strong technical knowledge of Genesys Cloud, strategic leadership, customer-facing technical team management, and fluency in English and Portuguese.

Lead AI and experience orchestration sales initiatives, supporting account teams with technical expertise, deal strategy, territory planning, customer workshops, proofs of concept, proposals, and executive presentations. Serve as a subject matter expert for AI-powered customer experience and conversational AI solutions, coordinate cross-functional teams, influence opportunity progression, and develop AI-led pathways aligned with customer objectives.

Engage and qualify inbound prospects through phone, email, and digital channels; understand customer needs, identify stakeholders, prioritize leads, and convert qualified interest into sales meetings. Maintain accurate CRM records, follow up with prospects, collaborate with Marketing, BDRs, and Account Executives, attend relevant events, and develop technology sales, prospecting, and qualification skills within the UKI organization.

Owns end-to-end strategy and revenue growth for strategic enterprise accounts across the NOLA region. Responsibilities include account planning, expansion, renewals, complex enterprise sales cycles, executive relationship management, business-case development, pipeline forecasting, negotiation, and cross-functional coordination. The role requires influencing C-level stakeholders on cloud, AI, automation, customer experience, and contact center transformations while strengthening adoption, retention, and long-term customer partnerships.

Identify, qualify, and nurture prospective customers across Asia through outbound prospecting, marketing-qualified lead conversion, live chat, phone, and email outreach. Schedule product demonstrations and introductory meetings for Account Executives, maintain accurate CRM records, create opportunities, and support lead handoffs. The role requires meeting quarterly targets, researching contacts, collaborating with sales teams, and communicating the value of Genesys software and services.

Leads sales strategy and customer engagement for Genesys AI and Experience Orchestration solutions. Partners with account executives to create pipeline, progress opportunities, forecast, develop territory strategies, and execute sales enablement programs. Presents to senior executives, leads customer workshops, shapes AI use cases and proof-of-concept opportunities, develops proposals and pricing, and coordinates cross-functional teams. Serves as an AI subject matter expert and influences deal strategy across complex enterprise opportunities.

Leads AI and experience orchestration sales initiatives by advising executives, supporting account teams, shaping deal strategy, creating territory plans, and driving pipeline growth. Conducts customer workshops, develops AI use cases and proof-of-concept opportunities, supports proposals and pricing, and coordinates cross-functional execution across marketing, product, customer success, and professional services. Acts as an AI subject matter expert and enables broader sales teams.

Leads global product marketing, executive messaging, customer growth marketing, AI thought leadership, product positioning, launches, go-to-market strategy, events, customer evidence, and industry engagement. Builds and develops teams while translating complex enterprise software, cloud, AI, automation, and platform capabilities into compelling customer and business value. Partners with product, engineering, sales, and customer success leaders to drive adoption, expansion, and market differentiation.

Build and maintain Python backend microservices supporting CI/CD pipelines and cloud infrastructure. Develop APIs and automation components, monitor distributed systems, troubleshoot reliability issues, and improve deployment and testing processes. Use AI-assisted coding tools and agentic workflows for development, testing, review, and debugging while validating output for correctness and security. Collaborate with cross-functional teams, participate in code reviews, and grow under senior engineering mentorship.

Lead complex enterprise technology and customer experience transformation projects from discovery through deployment, adoption, and value realization. Direct distributed cross-functional teams, establish governance, manage risks, dependencies, scope, budgets, profitability, utilization, and executive communications. Support presales estimates and proposals, advise customer executives, improve delivery methodologies, and mentor project managers. The role focuses on cloud, SaaS, AI-enabled, contact center, and digital transformation initiatives.

Lead the strategy and execution of Genesys Cloud Platform Foundations, including API usage visibility, platform limits, storage reporting, configuration-as-code, CI/CD deployment workflows, self-service administration, and operational tooling. Define AI-powered operational guidance and proactive recommendations while aligning engineering, UX, customer success, field, marketing, legal, finance, and go-to-market teams. Translate complex platform systems into scalable, intuitive enterprise experiences.

Leads Genesys’s Japan Business Development organization, owning strategy, qualified pipeline creation, forecasting, and conversion performance. Builds and coaches a high-performing BDR team, develops enterprise prospecting strategies suited to Japan, localizes global programs, and partners with Sales and Marketing leadership. Uses account intelligence, performance data, AI-enabled tools, and revenue technology platforms to improve productivity, pipeline quality, account penetration, and team effectiveness.

Generate outbound pipeline across Brazil’s contact center and customer experience market, qualify inbound and outbound prospects, engage senior stakeholders, maintain accurate Salesforce records, nurture leads, and collaborate with field sales on account strategies. The role requires consultative discovery, multichannel prospecting, market and product expertise, and continuous improvement of outreach approaches. It offers mentorship and a path toward senior sales or solutions leadership.

Own and optimize B2B digital marketing campaigns across ANZ and India, including paid media, email nurture, content syndication, ABM, website content, and SEO. Manage agencies, vendors, regional budgets, campaign tracking, forecasting, and performance reporting. Drive measurable outcomes including lead generation, account engagement, pipeline contribution, conversion rates, and marketing ROI while localizing global programs for regional audiences.

Manage LATAM customer receivables, overdue invoices, collection follow-ups, payment commitments, forecasts, reconciliations, and withholding tax documentation. Maintain accurate account records, prepare collection reports, and collaborate with Sales and Finance to resolve payment issues. The role requires strong multilingual communication in Portuguese, Spanish, and English, advanced Excel skills, negotiation ability, and experience handling customer accounts and accounts receivable processes.

Manages technical revenue accounting for complex SaaS transactions, applying ASC 606 and US GAAP. Evaluates contracts, products, and business models; prepares audit-ready accounting memos; supports close and audit activities; partners with Sales, Legal, Deal Desk, Product, and Finance; reviews team analyses; coaches junior staff; and drives AI and automation improvements across revenue accounting processes.

Own execution of Genesys’ Agentic Orchestration product, taking validated architecture through detailed specifications, sequencing, engineering delivery, and production adoption. Lead cross-functional alignment across product, engineering, design, and senior stakeholders without relying on formal authority. Define performance and customer-outcome measures, establish telemetry and validation, resolve technical tradeoffs, and guide the roadmap for AI-driven orchestration capabilities. The role is initially an individual contributor with potential progression into people management.

Build backend services for an agentic orchestration platform. Develop AI-assisted authoring capabilities that convert natural language into structured plans, integrate and validate large language model outputs, enforce schemas, and normalize data across internal services. Own features from design through deployment while collaborating with stakeholders in an agile environment. The role requires backend development, REST APIs, microservices, CI/CD, Git, and practical experience handling LLM retries, malformed responses, and non-deterministic behavior.