AI Transformation Engagement Lead, CX Advisory

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead initiatives focused on AI Transformation, ensuring customer success throughout the entire consulting lifecycle, from pre-sales activities to delivery and post-implementation support.

• Create customized AI strategies and solutions by comprehending customers’ business challenges, objectives, and operational contexts.

• Serve as a trusted advisor for customer experience (CX) and AI innovation, establishing and delivering measurable KPIs and strategic roadmaps.

• Conduct design thinking workshops and collaborative sessions to identify AI opportunities, solutions, and transformation roadmaps.

• Analyze data and customer processes to provide strategic AI recommendations that yield measurable impact.

• Establish clear success metrics and measurement frameworks to quantify business outcomes and value realization.

• Convert results into persuasive narratives for customers and internal stakeholders that showcase measurable impact.

• Collaborate with Genesys product, engineering, and delivery teams to guarantee the seamless integration of AI solutions into the Genesys platform.

• Develop and enhance repeatable AI advisory and transformation frameworks, focusing on scalable and industry-specific solutions.

• Identify and evaluate emerging trends in AI technologies, providing thought leadership to influence Genesys’s AI strategy and offerings.

• Work alongside cross-functional teams (e.g., Product, Sales, Marketing) to position Genesys’s AI capabilities as a competitive advantage in the market.

• Assist in creating sales collateral, thought leadership materials, and AI success stories to promote business growth.

• Support RFP responses, SOW development, and other pre-sales activities to facilitate the adoption of AI solutions.

• Identify opportunities for expansion within existing engagements by linking measurable outcomes to additional AI use cases and strategic initiatives.

• Act as a subject matter expert (SME) on AI transformation, providing actionable insights and recommendations to executive stakeholders.

• Collaborate with internal and external stakeholders to advocate for ethical AI practices, ensuring solutions are secure, compliant, and aligned with customer needs.

• Actively engage with the Genesys community and industry forums, sharing best practices and innovative approaches to AI in CX.

⛳️ Requirements

• A bachelor’s degree (preferably in business or a STEM field); a relevant master's degree is a plus.

• Over 10 years of relevant experience, ideally in management consulting, AI strategy and transformation, or SaaS value consulting roles in analytical environments.

• Demonstrated success in delivering large-scale AI-driven initiatives within enterprise settings.

• In-depth knowledge of AI technologies, including machine learning, natural language processing, automation, and analytics.

• Familiarity with AI integration into SaaS platforms, particularly in contact center or CX transformation contexts.

• Experience in designing and deploying AI-based solutions to enhance customer and operational outcomes.

• Strong capability to define and implement AI roadmaps that align with business goals.

• Proven ability to influence C-suite executives, align cross-functional stakeholders, and drive executive decisions that enhance AI adoption and value realization.

• Strong aptitude for using data storytelling techniques to translate technical insights into actionable business recommendations.

• Proficient in creating impactful presentations utilizing tools such as Excel, PowerPoint, and data visualization platforms.

• Advanced analytical skills with expertise in organizing and analyzing substantial data.

• Exceptional relationship-building abilities, with the capacity to communicate complex AI concepts clearly to both technical and non-technical audiences.

• Willingness to stay informed about the latest AI trends and incorporate them into Genesys’s service offerings.

• Flexibility to support broader domains within the CX Advisory Consulting practice as part of comprehensive services required during essential team delivery periods.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and remote work opportunities.

• Development and career growth opportunities.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.