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.
Key Responsibilities:
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 compelling business cases and requirements that enable development and operations stakeholders to evaluate opportunities, prioritize investment, and execute successful new offer introductions
Drive portfolio performance by identifying whitespace, monitoring adoption and commercial metrics, maintaining offer currency, and recommending changes that strengthen customer and business outcomes
Work alongside the Value Consulting team to manage the value model behind each use case, ensuring it aligns with technical capability and business reality.
Translate complex customer requirements, market insights, and performance data into clear documentation and persuasive presentations for technical, commercial, and executive audiences
Partner with sales, marketing, industry, product, customer success, development, and operations teams to align messaging and value propositions around customer experience and Experience Orchestration solutions
Lead and support customer conversations that connect Genesys capabilities with each customer’s business priorities, experience challenges, and desired outcomes
Advance continuous improvement by incorporating customer findings, industry research, product adoption insights, and value assessment methods into the business use case and offer portfolio
Evaluate developments in agentic architectures, AI, CCaaS, channel strategy, automation, Experience Orchestration, and customer experience technology to identify opportunities for differentiated solutions and scalable commercial value
Carry build friction and user experience back into the roadmap as prioritized product input, captured jointly with Solution Consulting and Professional Services.
Required Qualifications:
Degree in business, engineering, computer science, or a related field, or equivalent professional experience
Substantial experience in business architecture, business analysis, solution design, value engineering, or strategy, with a record of owning outcomes rather than tasks
Specification rigor — the ability to write a definition precise enough that a development team does not have to guess, without over-specifying the implementation
Sufficient technical foundation to earn credibility with engineering: prior development, solution architecture, or technical delivery experience, and the ability to review a design and challenge an estimate on its merits
Strong analytical and problem-solving capability, with demonstrated ability to bring structure to ambiguous situations and translate insights into actionable projects, business cases, and documentation
Strong understanding of the intersection between technology and business, with particular interest or expertise in AI, CCaaS, Experience Orchestration, customer experience, or related enterprise technologies
Demonstrated ownership of complex initiatives involving multiple stakeholders, competing priorities, and cross-functional dependencies
Proven ability to deliver through influence in a matrixed organization, without direct authority over the people whose contribution the outcome depends on
Excellent written and verbal communication skills, including the ability to communicate complex concepts clearly to technical, commercial, and executive audiences
Strong presentation and storytelling capability, with the judgment to connect technology capabilities to customer needs and measurable business value
Demonstrated ability to build productive relationships and drive alignment across sales, marketing, product, customer success, development, operations, and other cross-functional teams
Strong business judgment, adaptability, and willingness to become hands-on when required to ensure successful delivery
Ability to operate effectively across a global organization while collaborating with diverse teams, perspectives, and stakeholder groups
Ability to travel up to 50 percent based on business priorities
Preferred Qualifications:
Experience in project management, customer experience, business consulting, offer design, new product introduction, portfolio management, or a related discipline
Experience developing or commercializing technology-enabled business solutions, use cases, or offers
Industry depth in one or more of financial services, insurance, healthcare, retail, telecommunications, or public sector, sufficient to hold a conversation with practitioners rather than only with buyers
Direct experience of conversational or agentic AI solution design, including evaluation, guardrails, escalation, and failure handling
Familiarity with Genesys Cloud, CCaaS platforms, AI-enabled customer experience technologies, Experience Orchestration, or adjacent enterprise software solutions
Experience enabling partners, systems integrators, or ISVs to build and certify solutions on a vendor platform
Demonstrated interest in emerging technologies, industry trends, and new approaches to improving customer experience and enterprise adoption
Working at Genesys