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Texas, United States
Onsite
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.
Senior Principal Agentic AI Orchestrator
About this Role
Genesys is seeking a Senior Principal Agentic AI Orchestrator to lead the next generation of AI-powered customer experience transformation.
This role serves as a strategic advisor, enterprise architect, and transformation leader responsible for helping the world's largest organizations realize measurable business outcomes through Agentic AI, Experience Orchestration, Automation, and Data-Driven Customer Engagement.
As a Senior Principal Agentic AI Orchestrator, you will operate at the intersection of business strategy, AI innovation, customer experience transformation, and executive leadership. You will partner directly with C-suite executives, business leaders, and technical stakeholders to define enterprise AI strategies, architect scalable solutions, and guide customers from AI experimentation to enterprise-wide adoption and continuous innovation.
You will influence customer transformation roadmaps, shape Genesys AI strategy through customer insight and market feedback, and establish repeatable frameworks that accelerate AI success across the Genesys customer ecosystem.
This role offers a unique opportunity to define how enterprises adopt Agentic AI and establish Genesys as the market leader in AI-powered experience orchestration.
What You'll Do
Executive Discovery and Strategic Alignment
Enterprise Architecture and Solution Design
Translate business objectives, operational metrics, and customer experience goals into scalable AI-powered solutions.
Define enterprise reference architectures, integration patterns, governance frameworks, and operating models for AI-powered experience orchestration.
Lead the design of complex solutions spanning:
Establish reusable architectural patterns that can be leveraged across customers, industries, and strategic initiatives.
Ensure all solutions align with security, privacy, regulatory, and responsible AI requirements including GDPR, HIPAA, PCI, SOC2, and emerging AI governance standards.
Provide strategic architectural leadership for multi-cloud and hybrid-cloud deployments across AWS, Azure, and Google Cloud.
AI Transformation and Solution Delivery
Lead the technical and strategic execution of enterprise AI initiatives from concept through production deployment and adoption.
Guide customers in designing and implementing scalable AI solutions leveraging:
Provide technical leadership for integrations involving:
Act as executive technical sponsor for strategic customer engagements and high-profile AI transformation initiatives.
Coordinate cross-functional teams including Product Management, Innovation, Professional Services, Customer Success, Support, Solution Consulting, and Engineering.
Enterprise Optimization and Value Realization
Governance, Responsible AI, and Industry Leadership
What We're Looking For
Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, Business, Engineering, or a related discipline, or equivalent practical experience.
Desired Technical Skills
Deep expertise in Agentic AI, LLM orchestration, conversational AI, AI copilots, autonomous workflows, and enterprise automation.
Strong understanding of Retrieval-Augmented Generation (RAG), knowledge management architectures, prompt engineering, AI evaluation frameworks, and model lifecycle management.
Expert knowledge of cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform.
Strong experience with:
Experience integrating commercial and open-source AI ecosystems including OpenAI, Anthropic, Google, Amazon Bedrock, and Microsoft Azure AI services.
Deep understanding of customer experience technologies, contact center platforms, conversational AI, workforce engagement, journey orchestration, and CX analytics.
Knowledge of enterprise governance, security, privacy, compliance, and responsible AI frameworks.
Business and Leadership Skills
Success Profile
The successful candidate is recognized as a strategic AI transformation leader who combines deep technical expertise with executive advisory capabilities.
They influence enterprise AI strategy, shape customer transformation outcomes, establish scalable operating models, and drive adoption of Agentic AI at organizational scale. They operate with significant autonomy, contribute to Genesys thought leadership, and create repeatable frameworks that accelerate AI success across the broader customer ecosystem.
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.
$159,500.00 - $280,500.00Benefits:
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
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:
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.
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. 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 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.
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.
