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Own the strategy, definition, and delivery of AI-powered messaging experiences across Web Messaging, Mobile Messaging, WhatsApp, and other channels. Translate customer problems into scalable generative AI, conversational AI, and automation products; use customer insights and production data to prioritize investments; and influence roadmaps across AI, Messaging, Digital Platform, Engineering, Design, Sales, and Customer Success. Drive use cases from experimentation through production adoption and enterprise scale.

Own end-to-end architecture and development of AI-powered customer experience solutions in Genesys Cloud. Build Agentic Virtual Agents, applications, integrations, automation, reusable frameworks, and scalable reference architectures using APIs, SDKs, LLMs, tool calling, grounding, guardrails, and AI-assisted development. Translate customer and business needs into validated technical solutions while collaborating with engineering, sales, consulting, and leadership stakeholders.

Leads enterprise solution strategy, architecture, discovery, AI-powered customer experience design, demonstrations, pilots, and executive engagements. Translates technical capabilities into business outcomes, prototypes solutions using prompt engineering and APIs, builds scalable architectures, and integrates cloud platforms and third-party systems. Coaches partners, manages complex initiatives, documents technical proposals, influences product strategy, and provides thought leadership in AI-driven customer experience orchestration.

The Digital Program Manager coordinates global Email and Web demand generation initiatives from intake through launch and retrospective. Responsibilities include managing timelines, milestones, dependencies, risks, resources, stakeholder alignment, launch readiness, communications, and post-launch evaluation across Marketing, Creative, Content, SEO, UX, Analytics, and Engineering teams. The role also leads program cadences and retrospectives while improving cross-functional delivery practices and predictability.

Designs production-ready AI architectures for enterprise customer-experience use cases. Leads presales discovery, demonstrations, prototypes, pilots, integrations, and solution validation involving LLMs, RAG, agentic AI, workflows, enterprise data, and cloud ecosystems. Establishes evaluation, observability, governance, security, scalability, latency, and cost strategies while influencing CIO and CTO stakeholders. Partners with sales, Professional Services, Product Management, and Engineering, and develops reusable enablement assets to scale field AI expertise.

Provide advanced IT support and device lifecycle management across North America: troubleshoot hardware, software, network and AV issues; manage onboarding/offboarding, inventory in ServiceNow; support Intune, AD/Azure AD, Microsoft 365, mobile devices, and meeting-room technologies; coordinate with L3/L4 teams and participate in on-call and on-site support as needed.

Lead global partner strategy and programs to drive partner-sourced revenue and scale. Design partner tiering, incentives, KPIs, and compliance; run a virtual partner support center; own partner portal and partner tech stack; align stakeholders across Sales, Marketing, Finance and Ops; use analytics and governance to measure performance; and build and develop a high-performing, globally distributed partner organization.

Develop agentic AI solutions and integrations for Genesys Cloud using Go, JavaScript, and TypeScript. Build scalable backend and frontend applications, deploy containerized services with Kubernetes on AWS, and optimize cloud-native performance and reliability. Collaborate with product, architecture, and UX teams, troubleshoot production issues, conduct code reviews, and mentor engineers. The role requires expertise in RAG, MCP, prompt engineering, AWS services, microservices, and RESTful APIs.

Leads activation and amplification of customer stories and proof through integrated, multi-channel marketing campaigns. Develops campaign models, content portfolios, and playbooks; coordinates customer content for major events; partners with digital, social, communications, field marketing, events, campaigns, sales, and customer success teams; manages cross-functional workstreams; and defines KPIs to measure reach, engagement, reuse, field utilization, and business impact.

Leads content marketing for Customer Success, Professional Services, and Orchestrators. Develops web copy, blogs, thought leadership, executive and analyst presentations, sales materials, customer stories, video scripts, and field content. Translates complex AI, technology, and services concepts into compelling narratives, supports campaigns, guides creative partners, equips sales teams, and measures content performance. This hands-on role collaborates with executives, subject matter experts, customers, campaigns, and program leaders to increase visibility, engagement, and adoption.