Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. 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.Innovation Value SpecialistArea of Coverage: GlobalPreferred Location: United States / EMEAReporting To: Tim FriebelAre you interested in working for a global enterprise software company to create and deliver our vision for the future of experience delivery? We are seeking a dynamic and motivated individual to join our team as an Innovation Value Specialist, with a specific focus on the business value derived from AI driven experience orchestration solutions. In this role, you will be an integral part of our efforts to help customers set their AI for Customer Experience strategy through understanding their business objectives and applying your experience and real world use cases. If you have a passion for emerging & innovative technologies that improve customer experience, and driving tangible business outcomes, we encourage you to apply.About the JobAs an Innovation Value Specialist, you seek out and tell the stories of where Artificial Intelligence and innovative solutions have been used to positively impact customer and employee experiences. You will do so by workshopping customer journeys and self-service solutions with customers and prospects by quantifying the potential value and actual business impact. The Innovation Value team supports strategic sales, customers, and pipeline-generating opportunities through AI value benchmarking, thought leadership, and evangelism. Success will be measured by differential win rates when you are engaged as well as bookings growth and usage adoption.About You You are an ambitious and results-driven professional with a passion for exploring the intersection of technology and business. Your passion and expertise lie in the realm of AI in Customer and Employee Experience solutions, where you are dedicated to unraveling the immense potential that these technologies hold in revolutionizing customer experiences.With a strong background in Customer Experience solutions and the Businesses that use them, you bring a fresh perspective to the dynamic landscape of experience delivery.Your analytical mindset allows you to delve into the intricacies of client challenges, seeking innovative ways to enhance their employee and customer experiences by combining innovative solutions to achieve the business objectives.You thrive on uncovering new use cases and technical approaches to solving business challenges and quantifying the value of those solutions while collaborating closely with clients and internal teams. In addition to your technical acumen, you are a strong communicator with excellent presentation skills and enjoy public speaking. You enjoy working collaboratively with cross-functional teams, including sales, customer service, and marketing, to align on strategies that effectively communicate the business value of AI & Innovation solutions.You stay abreast of artificial intelligence trends and best practices as they apply to your industry, always seeking opportunities to contribute insights that drive the improvement of the usage of our offerings.ResponsibilitiesSelf-Service & AI Assessments:Collaborate with clients and internal teams to understand their business challenges and objectives related to self-service and customer experience improvements.Conduct thorough assessments to identify and evaluate the potential value of modern experience solutions in addressing these challenges.Contribute to the creation and continued improvement of tools that enable internal specialist teams to conduct such assessments on their own, or with your support.Business Value & KPI Improvement:Contribute to the ongoing development of methodologies to quantify the business impact of potential solutions on key performance indicators (KPIs) such as cost reduction, self-service improvement, efficiency, and revenue growth.Utilize data analytics and financial modeling to demonstrate the total cost of ownership and/or the return on investment for clients.Work with internal product & operations teams to define, collect, and track ongoing customer success metrics.AI & Innovation Story Telling:Work with clients and internal teams to collect, understand, and translate complex solutions and the value they bring, into clear and compelling insights for both technical and non-technical stakeholders.Craft and deliver presentations on these value stories, while creating re-usable assets to be used by sales and customer success teams.Collaboration and Continuous Improvement:Work closely with sales, service, industry, and innovation teams to align on messaging and value propositions of experience orchestration solutions.Lead and provide support in client meetings and presentations to effectively communicate the business value of our AI offerings through the lens of the customer’s unique business needs.Continually partner with the Business Value, Industry Teams & Sales Specialists to mutually discuss the latest client findings, industry research, product adoption use cases, and value assessment methods, Stay informed about industry trends, best practices, and emerging technologies related to CCaaS, AI, channel strategy, innovative use cases, and other customer experience solutions/applications.Contribute insights and feedback to enhance the scope, interpretation, and approach to customer discovery, use case adoption, and value impact assessment within and beyond the Business Value organization. Experience Delivery Background and Requirements:Bachelor’s degree in business, technology, or a related field.5+ years in a contact center, customer experience, conversational AI, solution consulting, or related field.Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.Excellent communication and presentation skills, with a focus on delivering impactful insights.Interest in artificial intelligence & technology, specifically employee or customer experience delivery solutions and their business impact. Ability and desire to become hands-on with customers in leading workshops, collaborative discussions, and solution use case education.Knowledge and experience with people-centric design, journey mapping, and workshop facilitationAbility to travel for business priorities, up to 50%.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. $75,850.00 - $148,850.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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.
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