Business Value Portfolio Lead

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. Shape how Genesys turns innovation into scalable, customer-facing business solutions that drive enterprise adoption, pipeline, bookings, and revenue growth globally. As Business Value Portfolio Lead, you will connect emerging capabilities across AI, CCaaS, and Experience Orchestration with compelling use cases and commercial offers that help customers achieve measurable improvements in experience delivery. You will own the coordination and integration of the team’s innovations across the broader Genesys ecosystem, building alignment across product, sales, marketing, industry, customer success, development, and operations. Through strong business judgment, structured problem solving, and an extensive internal network, you will create value propositions that turn complex ideas into repeatable solutions with clear customer and commercial impact. This role combines strategic influence with hands-on delivery. You will help shape business and technical use cases, manage a portfolio of product and commercial offers from ideation through maturity, and influence how Genesys brings differentiated capabilities to market. The global scope provides visibility across enterprise initiatives and senior stakeholders, with opportunities to expand expertise in AI-enabled customer experience, offer strategy, portfolio management, and business transformation while helping Genesys deliver more empathetic, connected customer experiences at scale. Success will be measured by our customer’s adoption of our innovation and the resulting pipeline, bookings, and revenue growth — and, more immediately, by the proportion of our industry use cases that exist as solutions a customer can see working and deploy.

Lead the business use case portfolio, improving its quality, relevance, adoption, metrics, and scalability across Genesys, including auditing what has already been published against what has actually been built, and remediating the gaps in priority order Drive the development of new business use cases for Genesys Cloud, AI, CCaaS, and Experience Orchestration capabilities, translating emerging opportunities into clear customer value propositions Partner in the development of the technical use case, developing the script, decision logic, data and system dependencies, permitted actions, exception and escalation paths, guardrails, and testable acceptance criteria that a development team needs to build with confidence Partner with the development team on the definition and the quality standards a solution is built against. Work alongside developers from the outset rather than handing over a specification. Joining design discussions, resolving the industry and value questions a definition does not answer, and adjusting the definition where an engineering constraint makes a better solution available Own business use cases that do not have a natural internal owner, creating the structure, narrative, stakeholder alignment, and documentation required to move them forward Influence strategy across Genesys by coordinating stakeholders around priority use cases, addressing portfolio gaps, reducing duplicated effort, and maximizing reuse of existing solutions Manage the lifecycle of team-sponsored product, PS Innovation, Solution Consulting and commercial offers from ideation and business case development through launch, early adoption, maturity, refinement, and retirement Develop