Senior Level Customer Care Lead Jobs
Senior level customer care lead jobs place experienced professionals in charge of service strategy, team performance, and the operational decisions that shape customer outcomes at scale. Openings are concentrated in Technology & Software, Energy, and Electronics & Hardware, with a mix of on-site, remote, and hybrid settings, and employers like Chevron, Google, and Fastly hiring at this level now.
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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
The Sr. Manager, AI Solutions Architect, Customer Success leads a team of senior AI architects helping strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption . As part of the Agentic AI Orchestration (A2O) program , this leader is responsible for the people, technical leadership, customer outcomes, and execution of a portfolio of high-impact enterprise AI engagements.
This role leads a team operating at the intersection of customer strategy, solution architecture, rapid prototyping, product innovation, and production deployment . The Senior Manager enables architects to operate with a high degree of autonomy while establishing the guardrails, technical standards, and priorities necessary to deliver consistently strong outcomes.
The successful candidate will be a technically credible, customer-facing leader capable of coaching senior architects, navigating complex enterprise environments, resolving technical and organizational barriers, and engaging directly with customer executives and Genesys leadership when needed.
Working across Customer Success, Product, Innovation, Solution Consulting, Professional Services, Support, and other organizations, this leader will also ensure that insights from customer engagements influence Genesys product strategy, reusable solution patterns, and the evolution of how Genesys delivers agentic AI solutions at scale.
Key Responsibilities
- Lead, develop, and retain a team of Principal and senior AI Solutions Architects responsible for delivering strategic Agentic AI Orchestration engagements across North America
- Establish an environment where experienced architects can operate autonomously, exercise sound judgment, and adapt their approach to customer needs while maintaining appropriate technical, security, and delivery guardrails
- Own the overall health and outcomes of the team's portfolio of customer engagements, ensuring initiatives remain focused on measurable customer value, production readiness, adoption, and expansion potential
- Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies
- Maintain sufficient technical depth to engage directly in architecture discussions, challenge solution approaches, mentor architects, and step into complex customer situations or escalations when needed
- Guide teams through ambiguous and rapidly evolving customer environments, helping determine the appropriate approach based on business value, technical feasibility, customer readiness, risk, and time-to-value
- Partner with customer business and technology leaders to establish executive alignment, resolve barriers, and maintain momentum on strategic AI initiatives
- Serve as an escalation point for complex customer and technical issues, bringing together the appropriate Genesys resources to drive decisions and accelerate resolution
- Work closely with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering to align resources around high-priority customer opportunities
- Build strong relationships with Product and Engineering teams, creating a structured feedback loop that translates real-world customer experience into product insights, capability gaps, and priorities
- Identify successful patterns across engagements and help transform them into reusable architectures, accelerators, best practices, and delivery approaches that improve the speed and effectiveness of future engagements
- Champion responsible enterprise AI practices, including appropriate security, privacy, governance, safety, compliance, and production-readiness considerations
- Manage team capacity and engagement priorities, balancing strategic customer impact, business opportunity, technical complexity, and available expertise
- Recruit, onboard, coach, and develop high-performing technical talent while creating opportunities for continued growth in AI architecture, customer leadership, and emerging technologies
- Represent A2O with senior Genesys leadership and communicate portfolio progress, customer outcomes, emerging risks, product feedback, and opportunities for broader business impact
- Help evolve the A2O operating model based on field experience, ensuring the organization remains agile, outcome-focused, and responsive to changing customer and market needs
Required Qualifications
- 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines
- Demonstrated experience leading and developing senior technical professionals , including architects, consultants, engineers, or comparable roles
- Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms
- Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders
- Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns
- Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs
- Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority
- Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives
- Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined
- Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals
- Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact
- Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience
Preferred Qualifications
- Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives
- Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems
- Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption
- Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs
- Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks
- Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence
- Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign
- Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, or the public sector
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.
$134,300.00 - $236,100.00Benefits:
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
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.
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
The Sr. Manager, AI Solutions Architect, Customer Success leads a team of senior AI architects helping strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption . As part of the Agentic AI Orchestration (A2O) program , this leader is responsible for the people, technical leadership, customer outcomes, and execution of a portfolio of high-impact enterprise AI engagements.
This role leads a team operating at the intersection of customer strategy, solution architecture, rapid prototyping, product innovation, and production deployment . The Senior Manager enables architects to operate with a high degree of autonomy while establishing the guardrails, technical standards, and priorities necessary to deliver consistently strong outcomes.
The successful candidate will be a technically credible, customer-facing leader capable of coaching senior architects, navigating complex enterprise environments, resolving technical and organizational barriers, and engaging directly with customer executives and Genesys leadership when needed.
Working across Customer Success, Product, Innovation, Solution Consulting, Professional Services, Support, and other organizations, this leader will also ensure that insights from customer engagements influence Genesys product strategy, reusable solution patterns, and the evolution of how Genesys delivers agentic AI solutions at scale.
Key Responsibilities
- Lead, develop, and retain a team of Principal and senior AI Solutions Architects responsible for delivering strategic Agentic AI Orchestration engagements across North America
- Establish an environment where experienced architects can operate autonomously, exercise sound judgment, and adapt their approach to customer needs while maintaining appropriate technical, security, and delivery guardrails
- Own the overall health and outcomes of the team's portfolio of customer engagements, ensuring initiatives remain focused on measurable customer value, production readiness, adoption, and expansion potential
- Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies
- Maintain sufficient technical depth to engage directly in architecture discussions, challenge solution approaches, mentor architects, and step into complex customer situations or escalations when needed
- Guide teams through ambiguous and rapidly evolving customer environments, helping determine the appropriate approach based on business value, technical feasibility, customer readiness, risk, and time-to-value
- Partner with customer business and technology leaders to establish executive alignment, resolve barriers, and maintain momentum on strategic AI initiatives
- Serve as an escalation point for complex customer and technical issues, bringing together the appropriate Genesys resources to drive decisions and accelerate resolution
- Work closely with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering to align resources around high-priority customer opportunities
- Build strong relationships with Product and Engineering teams, creating a structured feedback loop that translates real-world customer experience into product insights, capability gaps, and priorities
- Identify successful patterns across engagements and help transform them into reusable architectures, accelerators, best practices, and delivery approaches that improve the speed and effectiveness of future engagements
- Champion responsible enterprise AI practices, including appropriate security, privacy, governance, safety, compliance, and production-readiness considerations
- Manage team capacity and engagement priorities, balancing strategic customer impact, business opportunity, technical complexity, and available expertise
- Recruit, onboard, coach, and develop high-performing technical talent while creating opportunities for continued growth in AI architecture, customer leadership, and emerging technologies
- Represent A2O with senior Genesys leadership and communicate portfolio progress, customer outcomes, emerging risks, product feedback, and opportunities for broader business impact
- Help evolve the A2O operating model based on field experience, ensuring the organization remains agile, outcome-focused, and responsive to changing customer and market needs
Required Qualifications
- 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines
- Demonstrated experience leading and developing senior technical professionals , including architects, consultants, engineers, or comparable roles
- Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms
- Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders
- Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns
- Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs
- Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority
- Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives
- Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined
- Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals
- Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact
- Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience
Preferred Qualifications
- Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives
- Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems
- Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption
- Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs
- Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks
- Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence
- Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign
- Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, or the public sector
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.
$134,300.00 - $236,100.00Benefits:
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
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.
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Find JobsSenior Level Customer Care Lead Job Market
Who's Hiring
- Chevron24
- Google13
- Fastly11
- State Farm8
- Stripe5
Top Industries Hiring
- Technology & Software76
- Energy24
- Electronics & Hardware13
- Insurance11
- Banking & Financial Services9
Senior Level Customer Care Lead Jobs: Frequently Asked Questions
How do I get a senior level customer care lead job?
Employers hiring at this level look for candidates who have owned customer service outcomes, not just contributed to them. Demonstrating that you have built or restructured processes, led and developed other team leads, and used data to drive measurable improvements gives you a clear edge. A portfolio of cross-functional projects and experience managing escalations at scale matters more than tenure alone.
Which companies hire senior level customer care leads?
Companies hiring senior level customer care leads right now include Chevron, Google, and Fastly, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from mid-size to enterprise organizations that have dedicated customer experience functions and need leaders who can run them independently.
Are there remote senior level customer care lead jobs?
Yes, though availability varies by employer and industry. About 50% of senior level customer care lead openings are remote or hybrid as of November 2026, reflecting strong demand for experienced leaders who can manage distributed teams. Fully remote roles at this level typically require demonstrated experience leading teams without in-person oversight.
What makes a customer care lead role senior level?
Senior level customer care lead roles are distinguished by scope and ownership. Where a mid-level lead might manage a team and execute on set processes, a senior level customer care lead is expected to define those processes, set performance standards, mentor other leads, and report outcomes to leadership. These roles carry responsibility for team development and strategic direction, not just day-to-day operations.
Which industries hire the most senior level customer care leads?
Senior Level customer care lead roles concentrate in Technology & Software, Energy, and Electronics & Hardware, based on current listings on Migrate Mate as of November 2026. These sectors tend to have large, complex customer bases and ongoing pressure to retain customers, which drives consistent demand for senior leaders who can build and sustain high-performing service teams.