Director Competitive Intelligence

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.

Director, Market and Competitive Intelligence
United States

Role Overview:
Drive the intelligence strategy that shapes how Genesys competes and wins in the global customer experience and cloud contact center market. This role translates complex market dynamics, competitor behavior, and industry trends into clear, actionable insights that directly influence executive decisions, product direction, and go-to-market success. At Genesys, we are redefining how organizations engage with customers through AI-powered, cloud-native experiences, and this role ensures we stay ahead through predictive, insight-driven strategy. You will partner closely with senior leaders across marketing, product, sales, and corporate strategy to guide high-impact initiatives, improve win rates, and uncover new revenue opportunities. With visibility at the executive level, this role offers a clear path to expanded influence across global strategy, positioning you to shape enterprise-wide direction and long-term competitive advantage.

Key Responsibilities:

• Lead and scale the market and competitive intelligence function, defining strategy, priorities, and execution across a high-performing team of analysts
• Own end-to-end competitive intelligence programs that inform product strategy, go-to-market planning, and executive decision making across global markets
• Analyze competitor strategies, product offerings, pricing models, and positioning to identify opportunities for differentiation, growth, and increased market share
• Deliver actionable insights and forward-looking recommendations that improve win rates, accelerate revenue growth, and strengthen competitive positioning
• Drive alignment across product, marketing, sales, and executive leadership through clear, insight-driven narratives and strategic guidance
• Develop and maintain high-impact enablement assets such as battlecards, sales plays, and market analyses that directly support enterprise deal success
• Establish intelligence frameworks that measure impact, track competitive trends, and enable rapid, data-driven decision making
• Partner with cross-functional stakeholders and external research providers, including Gartner, Forrester, and IDC, to expand market visibility and validate strategic direction
• Enable go-to-market teams through training, storytelling, and competitive positioning that translates complex intelligence into practical execution strategies
• Manage external intelligence tools and platforms such as Klue, Crayon, or similar solutions to scale insight delivery and adoption
• Represent the intelligence function in executive briefings, industry events, and strategic planning sessions as needed

Required Qualifications:

• Bachelor’s degree in business, marketing, strategy, communications, or a related field
• 8+ years of experience in market intelligence, competitive intelligence, product marketing, product management, or strategy
• Strong background in enterprise software or SaaS, including customer experience, contact center, CRM, or related markets
• Demonstrated ability to synthesize large volumes of technical and market data into clear, executive-level insights
• Proven experience influencing senior stakeholders, including C-suite executives
• Excellent written and verbal communication skills with the ability to craft compelling narratives and visual content
• Strong analytical and research capabilities with a structured, insight-driven approach
• Ability to operate in fast-changing environments and adapt to evolving business priorities

Preferred Qualifications:

• Experience building or leading competitive intelligence teams or programs at scale, including global or cross-regional scope
• Expertise in translating competitive insights into measurable business outcomes such as improved win rates, deal acceleration, or product differentiation
• Familiarity with analyst relations, industry benchmarking, and third-party research methodologies
• Experience developing sales enablement materials and delivering training programs that drive measurable adoption and impact
• Advanced proficiency in presentation tools such as Microsoft PowerPoint

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

Reasonable Accommodations:

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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.