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Added 6 mins ago
Manager, Collections
Rogers Bank
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Full-time
5+ years of progressive experience in collections, credit risk, portfolio management, financial services, or customer operations, including leadership experience.
Added 6 mins ago
Facility Services Manager
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Full-time
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Added 6 mins ago
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…this role you will be directly reporting to the Field Sales…
Added 6 mins ago
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Sr Manager, Quality Assurance
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$127,415 to $164,890 CAD / year
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Project Manager - PeopleSoft HCM ERP | Large ERP ($5M+) | Fluid/Classic Plus | PeopleTools/PUM | Azure | Public Sector
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Added 37 mins ago
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Added 37 mins ago
Vivanta Representative
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The Vivanta Representative will work closely with the Manager Vivanta Services and other Vivanta team members in providing administrative support and bilingual customer service to clients,…
Added 37 mins ago
Principal SAP ATTP Consultant
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Install Manager
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Procurement Manager Hybrid Model (remotely & on-site)
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Calgary, AB
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As the Procurement Manager, you will take on a diverse set of responsibilities, such as:
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Manager, Portfolio Management
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…Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse…
Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
(CAN) Customer Service Manager
Walmart Canada
Slave Lake, AB
$15 CAD / hour
Contract
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Added 1 hour ago
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Genesys

AI and Experience Orchestration Director

Toronto, ON, Canada

Pay: $147,400.00 - 193,400.00
Job type: Full-time
Experience: 10 to 12 years of experience in software, cloud, or AI related roles
Posting language: English
Posted: Sep 21, 2026

Apply About employer

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Original job description

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.

Job Description:

As an AI and Experience Orchestration Director focused on the Genesys native AI and Experience Orchestration portfolio, you will bring innovative solutions to Genesys core account teams and our clients.

This is a critical focus area for clients of all industries and sizes, and it is a strategic growth area for Genesys. We are looking for individuals with subject matter expertise in AI-powered customer experience, a proven track record of overachievement, and a strong drive to win!

At Genesys, we are transforming the customer experience landscape with empathy, innovation, and intelligent orchestration that empowers organisations to drive meaningful change. Joining Genesys means becoming part of a global team that is redefining how companies engage with our customers while fostering a collaborative and inclusive culture.

Key responsibilities include (but not limited to):

Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders
Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams
Influence and guide deal strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting
Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives
Serve as a trusted subject matter expert and model best practice sales motions that elevate capability across the wider team
Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration
Lead customer workshops that shape AI use cases, prioritisation frameworks, and pilot opportunities
Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services
Identify strategic priorities and develop AI led opportunity pathways aligned to customer objectives
Ad-hoc duties as required by management

Key cultural values:

Embrace Empathy: As a specialist sales team, we are strategic partners to our colleagues (primarily AEs and sales managers) and to Genesys clients. Their goals are our goals, and we connect regularly through authentic conversations.
Fly in formation: We are team players in everything we do. As specialists, we work with and through our assigned AEs, managers, and other colleagues (e.g., Customer Success and Professional Services) to deliver results. We stay in formation by speaking the language of MEDDPICC, being highly aware of and deeply involved in what’s happening in our assigned territories, and adding value at every turn with our perspective, presence, and work products.
Go big: We are experts in AI and change agents within Genesys. Where appropriate and with empathy, we challenge colleagues, clients, and ourselves to think and act boldly to deliver greater innovation and outcomes for all parties.

Minimum experience:

Strong subject matter expertise in AI, pre sales, and customer experience technology with excellent verbal and written communication skills
Experience in sales overlay, specialist, or subject matter expert functions
10 to 12 years of experience in software, cloud, or AI related roles
Proven capability in AI powered customer experience and conversational AI solutions
Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes
Experience coordinating and executing AI proofs of concept
Ability to create effective territory and account strategies that support growth objectives
Strong critical thinking, problem solving, and communication skills
Effective presentation skills with the ability to serve as a compelling subject matter expert
Ability to manage multiple concurrent work streams and support numerous in flight opportunities across teams

Desirable Skills:

Experience selling leading AI solutions for customer experience or contact centre transformation

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.

$147,400.00 - 193,400.00

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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

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

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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, visit www.genesys.ai.

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 [email protected].

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.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation - such as application follow-ups or resume submissions - may not receive a response.

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 and veteran status, and other protected characteristics.

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

Apply About employer

More about this job

Responsibilities

The Director will lead AI-powered customer experience initiatives by engaging with senior stakeholders and orchestrating complex sales opportunities. They will also drive field execution of AI programs and provide hands-on support for positioning, proposals, and pilot opportunities.

Requirements

Candidates must have 10 to 12 years of experience in software, cloud, or AI-related roles with a strong background in pre-sales and customer experience technology. Proven capability in AI-powered solutions and the ability to influence cross-functional teams without direct authority are essential.

Skills

Artificial Intelligence
Customer Experience
Sales Strategy
Conversational AI
Account Management
Strategic Planning
Leadership
Communication Skills
Problem Solving
Critical Thinking
Presentation Skills
Pipeline Creation
Forecasting
Stakeholder Engagement
Change Management

Benefits

Paid volunteer time
August Free Fridays
Well-being resources
Mentorship programs
Learning programs
Leadership development
Education support

Visa sponsorship

Not detected in the job text

Keywords

AI
Experience Orchestration
Genesys Cloud
Customer Experience
Sales Overlay
MEDDPICC
Software
Cloud
Conversational AI
Territory Planning
Pipeline Creation
Forecasting
Field Execution
Proof of Concept
Account Strategy
Enterprise Environments
Customer Success
Professional Services
Marketing
Product Management
Change Agent
Strategic Growth
Technical Stakeholders
Business Stakeholders
Pilot Opportunities
Innovation
Empathy
Intelligent Orchestration
Agentic Orchestration
Governance

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