Jobs at Genesys

Design, build, and tune NLU models and agentic virtual agents on Genesys Cloud. Create and iterate prompts and evaluation frameworks, analyze conversation logs to identify failures, and implement data-driven improvements. Work with customers to gather requirements, present findings, and optimize production performance of LLM-driven interactions.

Lead strategic, high-touch customer success for enterprise SaaS accounts: build success plans, drive adoption, retention and expansion, run executive reviews, coordinate cross-functional teams, and translate technical solutions into business outcomes.

Lead enterprise technology portfolio management and governance to align investments with strategy. Drive prioritization, resource allocation, value realization, executive governance forums, AI-enabled analytics adoption, process improvements, and mentor a high-performing PMO team to improve delivery excellence across a global technology organization.

Lead global digital localization strategy and operations: manage end-to-end translation workflows, vendor relationships, localization technologies (TMS/CMS/DAM), quality assurance, reporting, and cross-functional collaboration to scale culturally relevant multilingual experiences across websites, campaigns, emails, assets, and other digital touchpoints.

Lead a portfolio of enterprise accounts as primary advisor, drive adoption and product value through cross-functional orchestration, run Quarterly Business Reviews, develop success plans, monitor customer health metrics, and resolve needs to maximize retention and advocacy.

Lead a portfolio of enterprise strategic accounts as primary customer contact. Drive adoption, retention, and advocacy through cross-functional coordination, executive reviews, success plans, health metric monitoring, and stakeholder management to deliver business value.

Lead technical architect for complex Genesys Cloud engagements: design, configure, integrate and deploy AI-powered contact centre solutions. Collaborate with project managers, mentor teams, resolve engagement issues, recommend process improvements, and support knowledge sharing. Requires German and English fluency and ~25% travel.

Serve as primary advisor for a portfolio of strategic enterprise accounts: drive adoption, retention and value realization through cross-functional orchestration, success plans, Quarterly Business Reviews, executive presentations, customer health monitoring, and proactive issue resolution.

Design and execute UX solutions for digital channels (chat, messaging, email, social), collaborate with product and engineering, participate in discovery, communicate design rationale, and apply UX research to align user needs with product strategy.

The Senior Manager of Technical Account Management leads a global team, ensuring effective execution of services, driving innovation, managing resources, and supporting continuous improvement for customer success.

As a Principal Software Engineer, you'll design backend platforms for AI products, set technical strategies, enhance APIs, and ensure operational excellence while leading multiple teams.

The Revenue Analyst is responsible for ensuring accurate revenue reporting, coordinating sales transactions, and adhering to accounting guidelines including ASC 606.

The Sr. Account Executive, Commercial drives new business growth and manages customer relationships across commercial accounts, focusing on consultative selling and strategic account development.

The AI and Experience Orchestration Director leads strategic engagements, driving AI adoption and translating business goals into impactful AI use cases, collaborating with stakeholders to enhance customer experience capabilities.

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.

Manage and grow enterprise customer accounts through consultative selling, strategic account planning, and cross-functional collaboration. Identify expansion opportunities, deliver product demonstrations and negotiations, maintain forecasts and account plans, and act as a trusted advisor to drive revenue and customer success.

Support pre-sales for Genesys solutions across LATAM: respond to RFx, deliver technical presentations, design solution architecture and integrations, perform ROI/TCO analysis, enable partners, and advise during contracting.

Plan, execute, optimize and report digital marketing programs across UK&I, Nordics and Benelux to drive account engagement, pipeline and revenue. Manage paid media, content syndication, email nurture, webinars, WordPress landing pages, vendor/agency relationships, budgets and performance analytics to support Account-Based Engagement and regional demand generation.

Create high-quality technical training (ILT/VILT, e-learning, videos) for Genesys products by researching with SMEs, writing and editing content, collaborating cross-functionally, delivering on schedule across time zones, reviewing peer work, and tracking errors for improvement.

Drive pipeline growth through inbound and outbound prospecting, qualify leads, collaborate with Account Executives, manage CRM data, use intent and account intelligence for personalized outreach, nurture prospects with content, and iterate on outreach performance to convert leads into sales opportunities.