Enterprise Applications Director

Director Of Applications & Ai Ops

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.

This is a pivotal leadership role that sits at the intersection of enterprise technology, global operations, and digital transformation. As the Director of Applications & AI Ops, you will be the strategic force behind the delivery, performance, and continuous innovation of our enterprise application ecosystem. You'll oversee global teams, ensure seamless service delivery, and champion intelligent automation through AI and analytics.

As a key member of the IT Business Solutions Team, you will help shape and execute the enterprise application and AI operations strategy that enables scalable digital transformation, directly influencing business performance, efficiency, and customer outcomes.

Your mission : drive operational excellence and scale solutions that empower the business to move faster, smarter, and more efficiently.

This is not a hands-off, status-quo leadership position. It's not limited to maintaining systems or reacting to incidents. This role does not operate in isolation it's deeply cross-functional and global. If you're looking for a narrow IT management job or a strictly technical delivery role, this isn't it. This role is about transformational leadership, strategic vision, and the orchestration of outcomes across people, platforms, and partners.

You're a visionary leader who thrives on transforming complex IT operations into streamlined, scalable ecosystems. With a potent blend of strategic thinking, technical acumen, and a global mindset, you know how to lead through change and bring out the best in diverse, distributed teams. You are as comfortable shaping enterprise strategy with executives as you are driving operational excellence with delivery teams. Your approach is data-driven, people-focused, and relentlessly forward-looking always seeking opportunities to innovate, optimize, and deliver exceptional business outcomes.

Some details about what you'll do :

• Define and execute a comprehensive global strategy for enterprise application operations and delivery.
• Lead day-to-day operations across platforms to ensure uptime, performance, and user satisfaction.
• Oversee release management, change control, and incident response processes under ITIL / Agile principles.
• Drive delivery of large-scale programs, including new implementations, upgrades, integrations, and cloud migrations.
• Collaborate with architecture, engineering, and business stakeholders to shape solutions that drive business value.
• Build and lead a high-performing global team across diverse geographies and time zones.
• Manage global vendor relationships and offshore delivery centers with clear SLAs and KPIs.
• Continuously explore and implement AI-driven insights, analytics, and automation to optimize delivery and support.
• Drive financial stewardship across the function accountable for budget planning, resource allocation, and vendor optimization to maximize ROI.
• Develop and mentor emerging leaders, fostering a culture of innovation, accountability, and continuous improvement.
• Establish governance frameworks to manage performance, innovation, and risk across the global application and AI ecosystem.

Requirements :

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.

$149,900.00 - $278,500.00

Benefits :