Senior Director of Professional Services, AI Architect - Practice Leader

Build something new with a world-class team.

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Job Title: Sr Director Professional Services, AI Architect – Practice Leader

Location: Virtual, NA (US or Canada)

Organization: Genesys Customer Success and Services

Build something new with a world-class team.

Job Summary:

Are you someone who has utilized conversational AI to help businesses achieve their goals? Can you assist executives and leaders in comprehending how AI can enhance core business processes, and influence how business value is delivered to clients? If so, you may be the ideal candidate for the AI Leadership Role in Genesys NA Customer Success and Services Organization.

The suitable candidate will have a thorough understanding of industry AI technologies such as Conversational AI, Predictive AI, and Generative AI as it applies to the contact center environment. The successful candidate will be integral in forming the strategic direction of our professional services practice and ensuring the successful implementation of AI solutions.

In this role, you will be responsible for guiding the team of professionals to deliver Self-service IVR and AI-driven Bot applications. You will engage with executives from Genesys customers and prospects in North America and educate them on how to transform their business using AI.

Your role will involve strategic planning, client engagement, and team leadership to ensure the successful implementation of AI-driven solutions.

You must have an adaptable, considerate, and empathetic communication style. You'll work closely with Leaders across Customer Success, Sales, and Product to deliver world-class solutions based on the customer's CX priorities.

Key Responsibilities:

Practice Leadership:

• Develop and execute a strategic vision for the Self-Service and AI Professional Services Practice.
• Lead and mentor a team of AI professionals including conversation designers, bot developers, speech and data scientists while promoting a culture of innovation, collaboration, and excellence.
• Drive the practice's growth and profitability by identifying new market opportunities and expanding service offerings.
• Work together with Genesys cross-functional teams to ensure alignment with company objectives and customer needs.
• Monitor customer feedback and market intelligence to influence product roadmap and define go-to-market services strategies.
• Manage the budget for the Self-Service and AI Professional Services Practice, optimizing resource allocation for maximum ROI and customer satisfaction.

Client Engagement:

• Develop and maintain strong relationships with key stakeholders, including customers, partners, and industry influencers.
• Collaborate with the sales and account management teams to identify opportunities for AI-driven solutions to support velocity and success.
• Participate in presales and discovery process, leading the AI team efforts to comprehend customer needs
• Oversee project delivery, identify problems, and implement solutions ensuring high-quality outcomes and customer satisfaction.

AI Expertise:

• Stay updated with the latest trends and advancements and best practices in Conversational AI, Predictive AI, and Generative AI technology evolution and adoption.
• Provide technical leadership and expertise to the team, offering guidance on best practices and methodologies.
• Drive innovation by exploring new AI technologies and approaches to enhance service offerings.

Qualifications:

• BS or MS degree in Computer Science, Artificial Intelligence, or a related field. An MBA or relevant business degree is a plus.
• Proven experience (10+ years) in leadership roles within the AI or technology services industry.
• Deep expertise in Conversational AI, Predictive AI, and Generative AI technologies, Voice and Digital bot applications.
• Ability to think strategically, make data-driven decisions, and adapt to a rapidly evolving industry.
• Strong project management skills, including experience with agile methodologies.
• Excellent communication and interpersonal skills.
• Strong business acumen and a customer-focused mindset.

Having familiarity with the following is a definite plus:

• Practical experience with leading industry AI technologies such as Google Dialogflow and Amazon Lex and Bedrock
• Industry experience with and knowledge of Contact Center solutions.

Compensation:

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

$146,900.00 - $305,100.00

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

More details about our company benefits can be found at the following link:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of exceptional customer experiences for organizations in over 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper-personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .

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Genesys is an equal opportunity employer committed to diversity 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 and veteran status, and other protected characteristics.

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