Senior Director, Sales Transformation

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. This role will lead the Sales Transformation team, which spans three interconnected and high-stakes areas: the AI transformation of Sales workflows and strategy, the Sales-side leadership of Genesys's CRM transformation, and the strategy and rationalization of the full Sales technology stack. Together, they require someone who can hold strategic vision and perform hands‑on execution simultaneously, navigate organizational complexity and shift priorities with skill, lead and develop teams across multiple workstreams, and own outcomes in an environment that is moving fast. Candidates who thrive here bring a track record of hands‑on execution, driving transformational change to completion, people‑first leadership, and are energized by complex organizational environments, pace, and visibility. What You’ll Do AI Strategy Own and maintain AI strategy for Sales that is updated as the market moves, proactively adjusted for fast-moving market adjustments, backed by research and evidence. Be a pioneer – seek out and review new solutions as a source of ideas and produce documented recommendations on what they mean for our strategy on an ongoing basis. Maintain always‑ready strategy documentation with the vision for each sales persona, progress against it, and current market context, which can be presented to leadership anytime. Absorb context from senior leadership conversations and translate it into roadmap implications without needing to be walked through it. Own the business case for AI program spend, including a clear framework for how to allocate budget across platforms: what gets built in which environment, and why. Develop and maintain a KPI framework and cost‑per‑workflow model covering adoption, time savings, deal impact, and cost – with targets for each metric and ROI tracked per use case to drive roadmap prioritization and the investment case for the next phase. Build a reporting cadence that keeps executives, IT leadership, and key stakeholders aligned on progress, risks, and decisions needed. Workflow Transformation & Product Management Alongside individual members of the team, act as an internal product manager for AI in Sales. Own and drive the workflow mapping process across all sales roles, maintaining documentation that describes current state, future state, and pain points. Connect 1:1, in focus groups, and via surveys with sales personas to understand pain points and opportunities for AI augmentation in workflows. Translate workflow maps and field input into feature requirements and work with IT to drive product development cycles. Design and run structured beta programs and close the feedback loop with participants while feeding findings back into the roadmap with transparency. Conduct ongoing workflow discovery with the field so that pain points are surfaced continuously. IT Partnership & Governance Serve as the primary point of contact from Sales with IT for all AI‑related work. Own the relationship, the cadence, and the communication flow. Maintain and evolve the RACI with IT as new agents and use cases are introduced; identify and resolve blockers with all stakeholders proactively. CRM Transformation Oversee the team serving as the Sales organization’s primary voice and stakeholder in the CRM migration project. This is an IT‑owned program, and this role must ensure Sales needs are represented, prioritized, and delivered on. Understand build and test status, implications of program updates, and support members of the team owning the testing and requirements for sales. Work with Sales Enablement to verify field‑facing readiness for the go‑live window and the hyper‑care period that follows. Be on call during go‑live to connect sellers and ops to the right support, triaging issues, and keeping the field operational. Work with the team to complete sign‑off for Sales workstreams ahead of go‑live, ensuring data integrity, workflow accuracy, and that the field's access model reflects how the team actually works. Work with Sales Enablement to ensure AEs, SDRs, SEs, and Sales Operations are trained, supported. Post‑launch, maintain a clear view of what the L2C system enables for Sales over time, including how the new CRM foundation creates the data connectivity needed to accelerate the AI roadmap. Sales Technology Strategy & Rationalization Own a clear, current view of every tool in the Sales technology ecosystem: what it does, who uses it, what it costs, how it integrates, and whether it is earning its place. This includes both legacy tools and net‑new capabilities coming online. Rationalize the tool stack against budget constraints with rigor: identify redundancies, tools that should be sunset as the AI and CRM ecosystem matures, and gaps that genuinely need to be filled. Bring a business case to every add and cut. Evaluate where native AI capabilities compare to in‑house builds or third‑party tools and incorporate that analysis into the broader platform allocation framework. Partner closely with IT and procurement to ensure tools are integrated into the broader ecosystem and that vendor decisions are aligned with both the CRM architecture and the AI platform strategy, and review investment proposals with senior leadership. Change Management & Enablement Partner with the Sales Enablement Team to ensure there is a phased change‑management plan for every tool or AI agent rollout: pre‑launch readiness, role‑specific training and certification, and post‑launch adoption support and ongoing feedback loops. Establish tracking for every deployed tool and use the data to drive targeted interventions. Communicate regularly across the org on strategy and progress on both a 1:1 and large forum basis so the transformation is understood. Maintain a forward‑looking view of how each sales role changes as AI takes on more workflow coverage, covering field sellers, ops, enablement, and management. Get ahead of it rather than react to it. Work with Sales Enablement to define the impact of an AI‑augmented selling environment on role expectations. Leadership & Stakeholder Engagement Practice servant leadership: lead and develop teams across multiple workstreams, including those focused on AI strategy and build, CRM transformation and field support, and Sales technology operations, by consistently investing in growth and stretch opportunities. Build relationships across functions while supporting the direct team and stakeholders through significant transformation and providing guidance around navigating ambiguity. Present independently to senior and C‑level leadership in executive forums and beyond – owning the narrative, arriving with a clear point of view and recommendation, and delivering an honest read on what is working, what is not, and what is needed to accelerate. Measurement & Reporting Define and maintain a KPI framework for the AI program covering adoption, time savings per workflow, deal impact, and cost, with targets set for each metric. Build a reporting cadence that keeps TLT, IT leadership, and key stakeholders aligned on progress, risks, and decisions needed. Track ROI per use case and use it to drive roadmap prioritization. Requirements Bachelor's degree or higher 15+ years of relevant experience, with at least 10 years in leadership roles in SaaS environments Deep knowledge of how sales organizations operate: how they are structured, how sellers work day to day, and what field pain points look and feel like. Experience in sales operations or driving transformations for sales organizations, including knowledge of enterprise and commercial sales motions Demonstrated track record of driving multiple significant transformation initiatives to adoption – beyond launch – with clear lessons from where they stalled and what you would do differently. Experience being the person the field called when something broke, driving business validation and sign‑off, and understanding what go‑live and hyper‑care demand from a Sales stakeholder Hands‑on experience deploying or overseeing AI solutions in a commercial context: gathering and translating requirements, pushing to production, and managing the adoption curve Product management or adjacent experience: writing requirements, managing a backlog, running structured feedback loops, and making trade‑off decisions under pressure Experience managing a Sales technology stack, including evaluating and rationalizing tools against budget constraints and a broader systems architecture, and building the business cases to support those decisions Hands‑on experience with frontier AI platforms at a level beyond general awareness, with the ability to have a technical conversation about model capabilities, cost trade‑offs, and what frontier AI can and cannot reliably do in a sales workflow context Proficiency with Salesforce at a functional level, including how CRM workflows, personas, and access models are structured in an enterprise environment Strong leadership and interpersonal skills with excellent written, verbal, and presentation communication Demonstrated ability to build and develop high‑performing teams across multiple workstreams through complexity and change, with a track record of facilitating the career growth of direct reports Demonstrated ability to operate independently and drive outcomes through influence, building relationships and gaining alignment across functions without relying on formal authority Experience working across complex organizations with stakeholders who have competing priorities A track record of presenting to senior and C‑level leadership independently, owning the narrative, and incorporating feedback with composure Strong analytical mindset with experience leveraging data to drive decision‑making and performance optimization Comfort operating at high pace with high visibility, being responsive outside of standard business hours, with occasional travel required Proficiency with standard productivity and project management tools (Microsoft Office suite, project planning software, or equivalent) Experience working with cloud technologies, digital transformation initiatives, and agile delivery methodologies Comfort learning rapidly in an environment where the technology, market, and organizational priorities are all evolving simultaneously 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. $189,000.00 - $332,400.00 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. 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. 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 View email address on click.appcast.io. 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. EEO Statement 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 veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr Genesys Cloud Services, Inc.