Teams at Genesys

Leads the LATAM Product Support organization, setting strategy, budgets, KPIs, training, and operational improvement programs. Builds high-performing global teams through coaching, recruitment, and leadership development. Oversees mission-critical SaaS customer support, escalations, executive engagement, pre-sales support, and resource planning. Drives adoption of AI, digital, and self-service solutions while partnering with Product, Engineering, and Customer Success to improve customer outcomes and platform performance.

Leads a small team designing conversational AI experiences across voice and digital channels. Combines hands-on UX, conversation design, research, prototyping, and experience strategy with people management, coaching, hiring, and workforce planning. Partners with Product, Engineering, Research, Data Science, and AI teams to shape customer-centered experiences involving dialogue, context, recovery, escalation, trust, and human handoff. Guides priorities, critiques work, develops designers, and ensures AI experiences are evaluated through real customer interactions.

Manages global Talent Development programs, including BetterUp, performance management, talent management, skills, career development, and employee development initiatives. Coordinates cross-functional stakeholders, timelines, risks, communications, adoption, measurement, and continuous improvements. Partners with HR, technology teams, business leaders, and external vendors to enhance employee and manager experiences through data, technology, and AI-enabled solutions.