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.

The Principal, AI Strategy & Analytics is a senior strategic advisory role responsible for helping customers and internal teams identify where AI can create measurable business value, how that value should be quantified, and how outcomes should be validated over time.

This role combines executive-level consulting, customer experience strategy, quantitative analysis, value realization, and AI transformation expertise. The Principal will help shape outcome-led AI engagements by translating business goals into measurable opportunity areas, KPI frameworks, value models, and prioritized recommendations.

This individual will work across business, operational, analytical, and technical domains while partnering closely with Professional Services, Customer Experience Advisory, Technical Account Managers, Customer Success leadership, and other internal teams. The role is focused on strategy, measurement, and decision support — not product management, sales ownership, or implementation delivery.

The ideal candidate is a strong executive communicator and analytical problem solver who can bring structure to ambiguous customer situations, use data to clarify opportunity areas, and help teams define what success should look like before, during, and after AI adoption.

Key Responsibilities:

Strategic AI Advisory and Outcome Alignment

• Engage with executive stakeholders and internal teams to align AI initiatives with measurable business objectives.
• Lead strategic advisory engagements focused on AI adoption, value realization, customer experience transformation, operational improvement, and outcome definition.
• Facilitate executive workshops, AI strategy sessions, value realization discussions, and outcome-focused planning activities.
• Translate customer business goals, operational constraints, and experience challenges into practical AI opportunity roadmaps.
• Help customers and internal teams prioritize AI use cases based on value potential, feasibility, readiness, data availability, and measurable impact.
• Develop clear narratives that connect AI capabilities to business outcomes, operational performance, customer experience improvement, and long-term value realization.

Outcome Intelligence and Analytics

• Develop KPI frameworks, value realization models, measurement strategies, benchmarking approaches, and business impact models.
• Analyze customer operational, journey, interaction, digital, routing, bot, and experience data to identify friction, constraints, and improvement opportunities.
• Establish baseline measurement approaches that help customers understand current-state performance before AI initiatives are scaled or optimized.
• Create executive-ready reporting, scorecards, business cases, and analytical summaries that quantify AI impact and identify opportunities for improvement.
• Apply statistical, analytical, and modeling techniques to evaluate trends, performance drivers, adoption gaps, and optimization opportunities.
• Support before-and-after measurement strategies that help determine whether AI initiatives are producing meaningful business change.

AI Strategy and Value Realization

• Evaluate customer readiness for AI adoption, including operational maturity, data availability, reporting capability, KPI clarity, governance, and organizational readiness.
• Develop phased AI transformation strategies that help customers move from experimentation to measurable impact.
• Identify opportunities to improve customer experience, operational efficiency, self-service effectiveness, routing performance, agent productivity, and adoption of AI-enabled capabilities.
• Help customers validate whether existing AI investments are producing expected value and identify where tuning, redesign, enablement, or operating model changes may be needed.
• Provide thought leadership on outcome-led AI, value realization, AI readiness, customer experience optimization, and measurable transformation.

Methodology and Practice Development

• Contribute to the continued development of the AI Outcomes methodology, including outcome intelligence, applied AI, and outcome engineering frameworks.
• Create repeatable tools, accelerators, playbooks, KPI libraries, value models, assessment methods, and analytical templates that improve consistency and scalability.
• Develop practical guidance that helps internal teams frame customer conversations around measurable outcomes rather than standalone capabilities.
• Mentor consultants, strategists, delivery leaders, and customer-facing teams on outcome-driven AI strategy, KPI mapping, and value realization approaches.
• Help establish common language, reusable frameworks, and repeatable methods for defining, measuring, and optimizing AI outcomes.

Cross-Functional Partnership

• Partner with Professional Services, Customer Experience Advisory, Technical Account Managers, Customer Success leaders, and other internal teams to support complex customer scenarios.
• Support high-priority customer situations, including strategic opportunities, executive escalations, renewal support, adoption challenges, and complex transformation initiatives.
• Provide strategic and analytical support to help execution teams move forward with clearer goals, stronger measurement plans, and better prioritization.
• Represent the NACS AI Strategy Team as a subject matter expert in customer meetings, internal enablement, leadership discussions, and thought leadership activities.

Required Qualifications:

• Bachelor’s degree in Business, Economics, Mathematics, Statistics, Data Science, Computer Science, Engineering, Operations Research, or a related field.
• 10+ years of experience in consulting, analytics, AI strategy, customer experience transformation, digital transformation, value realization, management consulting, or a related field.
• Demonstrated experience leading executive-level strategic engagements or advisory conversations.
• Strong quantitative and analytical background with experience applying data to business decision-making.
• Experience developing KPI frameworks, ROI models, value realization strategies, business cases, performance measurement programs, or benchmarking methodologies.
• Strong understanding of AI, automation, customer experience, analytics, digital engagement, and transformation concepts.
• Ability to analyze imperfect or incomplete data and turn it into practical, defensible recommendations.
• Exceptional executive communication, facilitation, storytelling, and presentation skills.
• Ability to translate complex technical, analytical, and operational concepts into business-focused recommendations.
• Proven ability to influence senior stakeholders and drive alignment across multiple teams or functions.

Preferred Qualifications:

• Advanced degree such as MBA, MS Analytics, Data Science, Economics, Engineering, Statistics, Operations Research, or related field.
• Experience with consulting, advisory, strategy, or transformation organizations.
• Experience in customer experience, contact center, CCaaS, SaaS, digital transformation, AI, analytics, or automation industries.
• Familiarity with Genesys Cloud, conversational AI, predictive routing, workforce engagement, customer journey analytics, agent assist, knowledge, bots, or AI-enabled customer experience platforms.
• Experience applying statistical analysis, experimentation, optimization techniques, operational research, or causal measurement approaches to business problems.
• Experience with contact center metrics such as containment, AHT, FCR, transfer rate, escalation rate, abandon rate, service level, agent utilization, customer effort, CSAT, NPS, and adoption metrics.

What Makes This Role Different:

This is not a traditional consultant, product manager, sales engineer, or implementation lead role. The Principal, AI Strategy & Analytics serves as a strategic advisor, quantitative problem solver, and value realization leader focused on helping organizations answer five critical questions:

• Where can AI create meaningful business value?
• Which opportunities matter most?
• How should success be measured?
• What data is needed to validate impact?
• How do we optimize continuously after launch?

Success in this role is measured by the ability to create clarity, define measurable outcomes, improve decision quality, and help customers and internal teams connect AI initiatives to real business change.

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.  

$161,500.00 - $283,900.00

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

Click here to view a summary overview of our Benefits.

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

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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.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

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 reasonable.accommodations@genesys.com.

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.

 

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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.