Sr. AI Transformation Consultant, Contact Center

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

At Genesys, we are redefining Experience as a Service by empowering organizations to build trust and deliver world-class customer and employee experiences. As a Senior AI Transformation Consultant, you will play a critical role in helping customers develop and execute AI strategies that drive real business value. You will leverage AI-driven innovations to transform contact centers, improve operational efficiency, and enhance customer experiences.

As part of the CX Advisory practice, you will focus on AI transformation, digital transformation, AI-power experience identification, operational excellence, and value realization. This role requires a deep understanding of contact center operations, AI technologies, and executive-level consulting. You will also be responsible for developing business cases that quantify the impact of AI, ensuring that stakeholders understand the ROI and strategic value of AI investments.

Key Qualifications We're Looking For:

Deep Contact Center Expertise - You have experience with call routing, IVR, digital engagement, agent assist, and AI-powered customer interactions.

AI & Automation Knowledge - You understand machine learning, NLP, automation, and AI analytics, particularly in customer experience (CX) environments.

Executive-Level Influence & Communication - You are comfortable presenting AI transformation strategies and business cases to C-suite executives, securing buy-in for large-scale AI initiatives.

Proven Business Case Development - You have successfully built AI business cases, demonstrating ROI, cost savings, revenue impact, and operational improvements.

Key Responsibilities

AI Strategy, Business Case Development & Customer Engagement

• Lead AI Transformation engagements, guiding customers through strategy development, execution, and adoption.

• Build compelling AI business cases, quantifying ROI, cost reduction, efficiency gains, and competitive advantages.

• Analyze customer operations and data insights to demonstrate how AI solutions drive measurable business impact.

• Develop tailored AI strategies that align with customer business goals, industry trends, and technological capabilities.

• Act as a trusted advisor for AI-powered customer experience (CX) innovation, defining transformation roadmaps with clear KPIs and strategic objectives.

• Facilitate design-thinking workshops to identify AI-driven opportunities and develop actionable transformation plans.

Solution Design & AI Implementation

• Work closely with Genesys product and Professional Services delivery teams to ensure seamless AI integration into the Genesys platform.

• Develop repeatable AI transformation frameworks, focusing on scalability and industry-specific AI solutions.

• Keep pace with emerging AI trends and provide strategic recommendations for AI-powered CX innovations.

Business Development & Thought Leadership

• Collaborate with Sales, Customer Success, and Product teams to position Genesys AI capabilities as a market differentiator.

• Contribute to the creation of professional services sales material, executive presentations, and thought leadership content showcasing AI success stories.

• Support pre-sales activities, including RFP responses, statement of work (SOW) development, and executive briefings.

• Serve as a subject matter expert (SME) in AI Transformation, influencing both internal and external stakeholders.

• Champion ethical AI practices, ensuring AI solutions align with security, compliance, and customer needs.

Qualifications & Experience

AI & Business Case Expertise

• Strong experience with AI-driven automation, analytics, machine learning, NLP, and predictive modeling.

• Expertise in quantifying AI impact, including cost-benefit analysis, financial modeling, and KPI-driven success metrics.

• Proven experience in developing executive-level business cases for AI investments, articulating both financial and strategic value.

Contact Center & CX Knowledge

• Deep knowledge of contact center operations, workforce engagement, and customer journey transformation.

• Strong understanding of AI-driven automation, self-service, and conversational AI in contact center environments.

• Experience with CX trends, operational KPIs, and AI's role in improving customer and employee experiences.

Strategic Thinking & Executive Engagement

• Experience engaging with C-suite executives, securing buy-in for AI transformation initiatives.

• Strong ability to define and execute AI roadmaps aligned with customer business objectives.

• Ability to structure and solve complex business problems using AI-driven insights and predictive analytics.

Data-Driven Decision-Making & Communication

• Strong ability to translate AI insights into business value, using compelling data storytelling techniques.

• Expertise in building executive presentations, business cases, and AI ROI models.

• Proficiency with Excel, PowerPoint, financial modeling, and data visualization tools.

• Exceptional relationship-building skills with the ability to communicate complex AI concepts to both technical and non-technical audiences.

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

More details about our company benefits can be found at the following link:https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.