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.

Role Overview:
This role enables the consistent, high-quality execution of a complex platform portfolio that directly impacts product delivery speed, service reliability, and customer experience at scale. You will drive alignment across engineering, operations, and service teams to ensure priorities are visible, dependencies are managed, and delivery outcomes are predictable. Your work improves how teams plan, communicate, and execute, reducing friction and accelerating time to value for customers.

You will own the coordination and operational rhythm of portfolio execution, partnering closely with technical leaders to translate strategy into structured, trackable progress. By strengthening reporting clarity, surfacing risks early, and improving cross-team visibility, you will influence how decisions are made and how work moves across the organization.

Operating in a modern, AI-enabled environment, you will leverage tools and automation to improve efficiency, enhance reporting quality, and reduce manual overhead. This includes using AI-assisted platforms to generate insights, summaries, and executive-level communications that inform leadership and stakeholders.

This role offers strong exposure to enterprise-scale platform initiatives, cross-functional leadership, and evolving delivery practices, creating a clear pathway for growth into senior program management or portfolio leadership roles.

Key Responsibilities:

• Drive end-to-end coordination of platform portfolio initiatives to ensure alignment across schedules, milestones, and cross-team dependencies

• Maintain accurate, real-time visibility into portfolio health, including risks, delivery timelines, and release readiness, using Jira, dashboards, and reporting tools

• Enable structured prioritization and intake processes that improve decision-making clarity and ensure work is aligned to strategic goals

• Partner with technical leaders and service teams to resolve information gaps and ensure consistent, high-quality status reporting

• Deliver clear, concise executive communications that translate technical progress into actionable insights and business impact

• Improve documentation and knowledge management practices to ensure teams have access to current, reliable process and portfolio information

• Identify and implement opportunities to streamline reporting, standardize tracking, and automate repetitive coordination tasks

• Surface and escalate cross-team blockers, dependency risks, and delivery constraints early to enable timely resolution

• Support consistent communication rhythms that provide stakeholders with a reliable view of execution progress and outcomes

Required Qualifications:

• 2 to 3 years of experience in program, project, or operations coordination within an engineering or SaaS environment

• Strong working knowledge of Jira and Confluence, with the ability to maintain accurate tracking and structured documentation

• Proven ability to manage schedules, dependencies, and cross-team coordination across multiple concurrent initiatives

• Strong written communication skills with the ability to translate technical updates into clear, concise summaries for varied audiences

• Experience using reporting and presentation tools such as Excel, PowerPoint, Tableau, or similar platforms

• Demonstrated ability to use AI tools responsibly to enhance productivity in drafting, summarization, and reporting while validating output quality

• Bachelor’s degree in Business, Engineering, or a related field, or equivalent practical experience

Preferred Qualifications:

• Familiarity with software development lifecycle concepts and modern engineering delivery practices

• Experience working within Agile environments and basic Jira workflow configuration

• Background in portfolio tracking, executive reporting, or operational metrics dashboards

• Experience improving documentation, onboarding materials, or internal knowledge systems

Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off, including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits, including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

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.  

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work 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:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

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.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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. To learn more, visit www.genesys.com.

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.