Sr. Global WEM Business Specialist

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.

Key Responsibilities

• Strategic Innovation: Identify, research, and prioritize emerging WEM market trends and technologies to inform product innovation strategies. Monitoring product performance and directing product and/or marketing adjustments.

• Market Analysis: Conduct detailed analysis and market research to understand and anticipate market needs and to identify opportunities for product differentiation.

• Cross-functional Collaboration: Collaborate with Product Management, Engineering, Customer Success and Sales teams to align innovation initiatives with overall business goals and strategic priorities.

• Storytelling & Value Communication: Develop compelling narratives to highlight Genesys' value proposition, driving engagement & adoption with potential customers and stakeholders.

• Project Management: Coordinate timelines and deliverables for innovation projects to ensure efficient execution and successful launch of initiatives.

• Data-Driven Insights: Leverage data and analytics to evaluate the effectiveness of innovation projects, adjusting strategies as necessary to maximize impact.

Requirements

• Experience: 5+ years in a similar role in WEM technology, SaaS, or customer experience fields. Operational experience is required for Workforce Management, Quality Management, Performance Management, and and understanding of Application Programming Interface (API) and Artificial Intelligence.

• Technical Knowledge: Strong understanding of Genesys Cloud 7 WEM, API's, CCaaS, and AI technologies, with an ability to quickly grasp new technologies and trends.

• Presentation Skills & Demonstration: Ability to communicate business & product concepts to Executive level through to Operational level audiences onsite & remote.

• Analytical Skills: Ability to analyze market data, competitive trends, and internal performance metrics to make informed recommendations.

• Communication: Excellent written and verbal communication skills, with a talent for translating complex technical concepts into customer-friendly language.

• Project Management: Demonstrated ability to manage projects, coordinate cross-functional teams, and adhere to tight deadlines.

• Creativity & Problem Solving: Forward-thinking and creative approach to problem-solving and innovation.

Preferred Qualifications

• Education: Bachelor’s degree in Marketing, Business, Technology, or related field. Advanced degree is a plus.

• Industry Knowledge: Familiarity with WEM, CCaaS, AI, and/or cloud-based solutions for customer experience.

• Skills: Proficiency with data visualization tools, project management software, and experience with WEM hands on applications.

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. Visit www.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 and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.