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.

Sr. Market & Competitive Intelligence Manager (US-Remote)

Role Overview

As a Sr. Market & Competitive Intelligence Manager at Genesys, you will analyze competitor moves, market shifts, and insights from our wins and losses to deliver actionable intelligence for Sales, Product, and Marketing. You will turn evidence into insight that shows why we win and lose, where competitors are heading, and how Genesys should position itself as the Agentic AI CX Platform for the Enterprise.

As a core member of our highly collaborative Market & Competitive Intelligence team, you will partner closely with stakeholders across Product, Marketing, and Sales to connect what we learn in the market with what we hear from the field. You will turn those insights into recommendations for the business and actionable competitive guidance for sellers, including battlecards, competitive plays, and concise briefings. Win/loss data will be a key input, helping you identify patterns, understand competitive dynamics, and translate findings into field-ready content.

The impact shows up in the deals we win and the decisions we make: the battlecard a rep reads before a customer call, the pattern in loss data that changes a roadmap conversation, the early signal that gives leadership time to respond. You will leverage AI tools to accelerate research, monitoring, and synthesis, while applying the critical judgment needed to ensure findings are relevant, accurate, and trustworthy.

This role provides broad visibility across Genesys at a time when agentic AI, orchestration, and a rapidly evolving competitive landscape are reshaping customer experience. You will help determine where Genesys can lead, where we are exposed, and what the field needs to compete effectively.

Key Responsibilities

• Track and analyze competitor strategy, product direction, pricing, messaging, and partnerships across AI, CX, CCaaS, and WEM
• Triangulate public sources, analyst research, and firsthand input from customers, partners, and field teams to surface insights
• Analyze win/loss results to identify why we win and lose, and how outcomes vary by competitor, segment, region, and deal type
• Connect win/loss findings to competitor actions, field feedback, and market activity to separate durable trends from one-off deals
• Turn findings into actionable recommendations for Product, Marketing, and Sales
• Identify early signals of market and competitive shifts, assess their implications, and recommend action
• Create and maintain battlecards, competitive plays, and market and technology analyses grounded in win/loss and field evidence
• Contribute to enablement and briefings that help go-to-market teams apply competitive intelligence
• Measure how competitive intelligence is used and influences deals, and apply those insights to sharpen field support
• Leverage AI tools to accelerate research, monitoring, and synthesis of qualitative and quantitative data, while applying critical judgment to validate and interpret findings

Required Qualifications

• 8+ years of experience in competitive or market intelligence, product marketing, product management, or strategy
• Bachelor’s degree in business, economics, marketing, a technical discipline, or equivalent experience
• Experience in enterprise software or SaaS, with a strong understanding of AI technologies; experience in CX, CCaaS, or WEM is a plus
• Demonstrated ability to analyze qualitative and quantitative data, including deal and interview data, and draw defensible conclusions
• Strong written and verbal communication skills, with the ability to tailor insights for executives, product teams, and sellers
• Self-starter who takes ownership, frames ambiguous questions, drives work from analysis through recommendation, and effectively manages competing priorities
• Collaborative and adaptable team player who builds trust quickly with Product, Marketing, and Sales partners and works effectively across global teams
• Intellectually curious, driven to explore, and motivated to become a SME in frontier technologies and standards, including agentic AI
• Willingness to travel up to 15%

Preferred Qualifications

• Experience leveraging AI tools for research, analysis, and synthesis
• Hands-on experience managing win/loss programs or analyzing win/loss, voice-of-customer, and deal data
• Experience working with data platforms and CRM systems such as Snowflake and Salesforce
• Familiarity with intelligence platforms such as AlphaSense and Clozd, and expert networks such as GLG

#LI-CP1 #LI-Remote

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.

$114,400.00 - $201,200.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Click here to view a summary overview of our Benefits.

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

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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.