Senior Director, Sales AI Strategy & Transformation

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

This role will lead the AI transformation of Sales workflows and strategy through hands-on design and building of agentic solutions, rigorous backlog and roadmap ownership, a long-range vision for what AI-augmented selling looks like at Genesys, and an operating model - both within the team and cross-functionally - engineered for the fastest possible execution. This role requires an individual who can hold strategic vision and perform hands-on execution simultaneously, navigate organizational complexity and shift priorities with skill, lead and develop teams across multiple workstreams, and own outcomes in an environment that is moving fast. Candidates who thrive here bring a track record of hands-on execution, driving transformational change to completion, people-first leadership, and are energized by complex organizational environments, pace, and visibility.

• Own and maintain AI strategy for Sales that is updated as the market moves, proactively adjusted for fast-moving market developments, backed by research and evidence.
• Hold and communicate a bold, long-range vision for what fully AI-augmented Sales looks like at Genesys - one that goes beyond individual tools to describe how each sales role fundamentally changes as AI takes on increasing workflow coverage, and that serves as the north star for roadmap decisions and investment cases.
• Be a pioneer - seek out and review new solutions as a source of ideas and produce documented recommendations on what they mean for our strategy on an ongoing basis.
• Maintain always-ready strategy documentation with the vision for each sales persona, progress against it, and current market context, which can be presented to leadership anytime.
• Absorb context from senior leadership conversations and translate it into roadmap implications without needing to be walked through it.
• Own the business case for AI program spend, including a clear framework for how to allocate budget across platforms: what gets built in which environment, and why.
• Develop and maintain a KPI framework and cost-per-workflow model covering adoption, time savings, deal impact, and cost - with targets for each metric and ROI tracked per use case to drive roadmap prioritization and the investment case for the next phase.
• Build a reporting cadence that keeps executives, IT leadership, and key stakeholders aligned on progress, risks, and decisions needed.

• Be a builder, not just a director of building. Engage hands-on in the design and development of agentic solutions - prototyping workflows, evaluating model behavior, co-authoring requirements with engineers, and doing the work necessary to move fast rather than waiting for others to bring it to you.
• Alongside individual members of the team, act as an internal product manager for AI in Sales. Own and drive the workflow mapping process across all sales roles, maintaining documentation that describes current state, future state, and pain points.
• Own a rigorously prioritized backlog and roadmap that reflects both feasibility and business need - sequenced deliberately based on field impact, technical readiness, dependencies, and available capacity, and updated continuously as new inputs arrive.
• Connect 1:1, in focus groups, and via surveys with sales personas to understand pain points and opportunities for AI augmentation in workflows.
• Translate workflow maps and field input into feature requirements and work with IT to drive product development cycles.
• Design and run structured beta programs and close the feedback loop with participants while feeding findings back into the roadmap with transparency.
• Conduct ongoing workflow discovery with the field so that pain points are surfaced continuously.

• Design and operate a team and cross-functional operating model built explicitly for speed - one that defines how decisions get made, how work flows between Sales, IT, and Enablement, and how blockers get escalated and resolved before they stall delivery.
• Establish clear rituals, roles, and norms: sprint cadences, backlog grooming, stakeholder reviews, and escalation paths that remove friction and keep execution moving without requiring constant senior intervention.
• Maintain and evolve the RACI with IT as new agents and use cases are introduced; identify and resolve blockers with all stakeholders proactively.
• Serve as the primary point of contact from Sales for all AI-related work. Own the relationship, the cadence, and the communication flow.

• Partner with the Sales Enablement Team to ensure there is a phased change management plan for every AI tool or agent rollout: pre-launch readiness, role-specific training and certification, and post-launch adoption support and ongoing feedback loops.
• Establish tracking for every deployed AI tool and use the data to drive targeted interventions.
• Communicate regularly across the org on strategy and progress on both a 1:1 and large forum basis so the transformation is understood.
• Maintain a forward-looking view of how each sales role changes as AI takes on more workflow coverage, covering field sellers, ops, enablement, and management. Get ahead of it rather than react to it.
• Work with Sales Enablement to define the impact of an AI-augmented selling environment on role expectations.

• Practice servant leadership: lead and develop teams across multiple workstreams by consistently investing in growth and stretch opportunities.
• Build relationships across functions while supporting the direct team and stakeholders through significant transformation and providing guidance around navigating ambiguity.
• Present independently to senior and C-level leadership in executive forums and beyond - owning the narrative, arriving with a clear point of view and recommendation, and delivering an honest read on what is working, what is not, and what is needed to accelerate.

• Define and maintain a KPI framework for the AI program covering adoption, time savings per workflow, deal impact, and cost, with targets set for each metric.
• Build a reporting cadence that keeps TLT, IT leadership, and key stakeholders aligned on progress, risks, and decisions needed. Track ROI per use case and use it to drive roadmap prioritization.

• Bachelor's degree or higher
• 15+ years of relevant experience, with at least 10 years in leadership roles in SaaS environments
• Hands-on experience building or deploying agentic AI solutions in a commercial context - not just overseeing the work, but doing it: designing agents, evaluating model behavior, pushing to production, and managing the adoption curve
• Hands-on experience with frontier AI platforms with the ability to have a technical conversation about model capabilities, cost tradeoffs, and what frontier AI can and cannot reliably do in a sales workflow context
• Product management or PM-adjacent experience: owning a prioritized backlog and roadmap, writing requirements, managing tradeoffs under pressure, and running structured feedback loops - with a demonstrated ability to sequence work based on both feasibility and business impact
• Experience designing and implementing operating models - within a team and cross-functionally - that reduce friction and accelerate delivery in complex organizational environments
• Deep knowledge of how sales organizations operate: how they are structured, how sellers work day to day, and what field pain points look and feel like. Experience in sales operations or driving transformations for sales organizations, including knowledge of enterprise and commercial sales motions
• Demonstrated track record of driving multiple significant transformation initiatives to adoption - beyond launch - with clear lessons from where they stalled and what you would do differently. Experience being the person the field called when something broke, driving business validation and sign-off, and understanding what go-live and hypercare demand from a Sales stakeholder
• Experience managing a Sales technology stack, including evaluating and rationalizing tools against budget constraints and a broader systems architecture, and building the business cases to support those decisions
• Familiarity with Salesforce at a functional level, including how CRM workflows, personas, and access models are structured in an enterprise environment
• Strong leadership and interpersonal skills with excellent written, verbal, and presentation communication
• Demonstrated ability to build and develop high-performing teams across multiple workstreams through complexity and change, with a track record of facilitating the career growth of direct reports
• Demonstrated ability to operate independently and drive outcomes through influence, building relationships and gaining alignment across functions without relying on formal authority
• Experience working across complex organizations with stakeholders who have competing priorities
• A track record of presenting to senior and C-level leadership independently, owning the narrative, and incorporating feedback with composure
• Strong analytical mindset with experience leveraging data to drive decision-making and performance optimization
• Comfort operating at high pace with high visibility, being responsive outside of standard business hours, with occasional travel required
• Proficiency with standard productivity and project management tools (Microsoft Office suite, project planning software, or equivalent)
• Experience working with cloud technologies, digital transformation initiatives, and agile delivery methodologies
• Comfort learning rapidly in an environment where the technology, market, and organizational priorities are all evolving simultaneously

#LI-CP1 #LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale- Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.