AI Transformation Engagement Lead, CX Advisory
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Job Description
AI Transformation Engagement Lead shaping AI strategies for Genesys customers through AI-driven innovations. Collaborating cross-functionally to deliver impactful Customer Experience upgrades.
Responsibilities:
- Lead AI Transformation initiatives, ensuring customer success throughout the consulting lifecycle, from pre-sales activities to delivery and post-implementation support.
- Develop tailored AI strategies and solutions by understanding customers’ business challenges, goals, and operational contexts.
- Act as a trusted advisor for customer experience (CX) and AI innovation, defining and delivering measurable KPIs and strategic roadmaps.
- Facilitate design thinking workshops and work sessions to define AI opportunities, solutions, and transformation roadmaps.
- Analyze data and customer processes to provide strategic AI recommendations that drive measurable impact.
- Establish clear success metrics and measurement frameworks to quantify business outcomes and value realization.
- Translate results into compelling customer and internal success narratives that demonstrate measurable impact.
- Collaborate with Genesys product, engineering, and delivery teams to ensure the seamless integration of AI solutions into the Genesys platform.
- Build and refine repeatable AI advisory and transformation frameworks, with an emphasis on scalable and industry-specific solutions.
- Identify and assess emerging trends in AI technologies and provide thought leadership to shape Genesys’s AI strategy and offerings.
- Partner with cross-functional teams (e.g., Product, Sales, Marketing) to position Genesys’s AI capabilities as a competitive differentiator in the market.
- Contribute to the creation of sales collateral, thought leadership materials, and AI success stories to drive business growth.
- Support RFP responses, SOW development, and other pre-sales activities to drive the adoption of AI solutions.
- Identify expansion opportunities within existing engagements by linking measurable outcomes to additional AI use cases and strategic initiatives.
- Serve as a subject matter expert (SME) on AI transformation, delivering actionable insights and recommendations to executive stakeholders.
- Collaborate with internal and external stakeholders to champion ethical AI practices, ensuring solutions are secure, compliant, and aligned with customer needs.
- Actively contribute to the Genesys community and industry forums, sharing best practices and innovative approaches to AI in CX.
Requirements:
- A bachelor’s degree (business or STEM focus preferred); relevant masters is a bonus
- 10+ years of relevant experience, preferably in management consulting, AI strategy and transformation, or SaaS value consulting role in an analytical environment
- Proven track record in delivering large-scale AI-driven initiatives within enterprise environments.
- Deep understanding of AI technologies, including machine learning, natural language processing, automation, and analytics.
- Familiarity with AI integration into SaaS platforms, especially in contact center or CX transformation settings.
- Experience with designing and deploying AI-based solutions to improve customer and operational outcomes.
- Strong ability to define and execute AI roadmaps that align with business objectives.
- Proven ability to influence C-suite executives, align cross-functional stakeholders, and drive executive-level decisions that accelerate AI adoption and value realization.
- Strong ability to use data storytelling techniques to translate technical insights into actionable business recommendations.
- Proficiency in creating impactful presentations using tools such as Excel, PowerPoint, and data visualization platforms.
- Advanced analytical skills with proficiency in organizing and analyzing significant data
- Exceptional relationship-building skills with the ability to communicate complex AI concepts clearly to both technical and non-technical audiences.
- Eagerness to stay updated on the latest AI trends and integrate them into Genesys’s service offerings.
- Flexibility to support broader domains within the CX Advisory Consulting practice as part of comprehensive services needed during crucial team delivery times.
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
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