Job Description

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.

Are You the Right Fit?

• A proven enterprise seller who has grown strategic accounts in Sweden, and who wants to lead the next wave of AI-driven customer experience?
• Skilled at finding expansion opportunities and turning trusted relationships into multi-year growth?
• Excited by Customer Experience, Agentic AI, and able to explain it in terms of business outcomes rather than features?
• Comfortable in the boardroom as well as the IT architecture review, across complex organizations?
• Commercially driven, strategic, and motivated by ambitious growth targets?

If so, we want to hear from you.

Why This Role, Why Now

Customer experience is moving from scripted automation to AI agents that can reason, act and resolve issues on a customer's behalf. Most large Swedish enterprises already run Genesys Cloud. They now face the question of how to scale AI safely and prove its value, without fragmenting their CX estate across many point tools.

Genesys Cloud is the agentic orchestration platform for CX: one platform that coordinates AI agents, human employees and enterprise systems around a single customer journey. Genesys Cloud ARR is close to $2.9 billion, growing more than 30% year over year. Cloud AI ARR is growing at more than twice the rate of the wider cloud business. Our installed base is where much of that growth comes from, and you will own a share of it in Sweden.

Role Overview

This is a strategic growth role focused on expanding Genesys' relationships with existing enterprise customers across the Swedish market. You will own a portfolio of key accounts and be accountable for increasing the value and impact of Genesys Cloud in each one.

You will build relationships across business and technology leadership, understand each customer's strategic priorities, and turn them into expansion, adoption and transformation opportunities. That means multi-year account plans, whitespace analysis, and leading complex upsell and cross-sell cycles. You own the commercial relationship and the growth strategy.

You will lead customers' move from today's contact centre and digital channels to AI-powered, orchestrated experiences. You will work closely with Customer Success, Presales, Professional Services, Partners and Product to make Genesys the strategic platform as their needs change.

You will help executives build the case for AI on measurable outcomes such as resolution rates, cost to serve, retention, agent productivity and customer satisfaction

Key Responsibilities

Grow the installed base

• Own and grow a portfolio of existing enterprise customers in Sweden, delivering consistent expansion revenue.
• Build and execute multi-year account plans that identify whitespace, growth opportunities and long-term customer priorities.
• Drive upsell and cross-sell across Genesys Cloud, including AI, agentic virtual agents, workforce engagement, analytics and adjacent offerings.
• Expand Genesys into new business units, use cases, geographies and stakeholder groups, and help customers move from AI pilots to enterprise-scale deployment.
• Achieve and exceed expansion and existing-business revenue targets.

Lead the agentic AI conversation

• Position Genesys Cloud as the orchestration layer for AI agents, human employees and enterprise systems, and shape each customer's AI and CX roadmap.
• Build business cases that show measurable value and support investment decisions at CxO and board level.
• Develop a deep understanding of each customer's business strategy, CX priorities, technology landscape and transformation roadmap.
• Lead complex, consultative sales cycles from opportunity identification through negotiation and close.

Build relationships and protect the base

• Build strong relationships with senior executives, business leaders and technology stakeholders, including CIO, CCO and CX leaders.
• Partner with Customer Success to strengthen adoption, value realisation, retention and expansion.
• Work with Presales, Professional Services, Marketing, Product and Partners on account growth strategies.
• Manage renewals, competitive threats and barriers to growth proactively.
• Keep pipeline management disciplined and forecasts accurate across the portfolio.
• Complete a whitespace and AI-readiness assessment for every account in your portfolio, and agree executive-level account plans.
• Establish trusted relationships with senior business and technology sponsors in each key account.
• Build a qualified pipeline of AI and expansion opportunities that supports your target with healthy coverage.
• Close expansion deals that move customers from AI pilots to production, and secure renewals with growth.
• Become a recognised voice for agentic AI in CX among Swedish customers and partners.

Required Qualifications

• Bachelor's degree in Business, Technology or a related field, or equivalent professional experience.
• 7+ years of enterprise software sales or strategic account management in SaaS, AI, CCaaS or cloud platforms.
• Demonstrated success growing and expanding complex enterprise accounts in the Swedish market.
• Strong track record of delivering revenue through upsell, cross-sell and strategic account development.
• Proven ability to navigate large organisations and build relationships across stakeholders and executive levels.
• Experience leading complex, high-value commercial negotiations and enterprise sales cycles.
• Strong strategic account planning, pipeline management and forecasting skills.
• Excellent communication, presentation, negotiation and executive engagement skills.
• Ability to discuss AI, including its value, risks and governance, credibly with both business and technical audiences.
• Fluency in Swedish and English.
• Willingness to travel frequently within Sweden and across the region.

Preferred Qualifications

• Experience growing strategic relationships in customer experience or contact centre technology.
• Familiarity with AI-driven solutions, including generative and agentic AI, cloud architectures and enterprise SaaS platforms.
• Experience developing multi-year account strategies for large, complex organizations.
• Strong understanding of enterprise digital transformation and CX initiatives.
• Experience working with Customer Success and partner ecosystems, such as hyperscalers, system integrators and CRM or ITSM vendors, to drive customer value and growth.
• Experience selling value-based business cases for AI or automation programmes.

#LI-MC1

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.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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.