Program Director COE Security, Privacy & Compliance

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 Programs COE - Security, Privacy & Compliance

Team: The Genesys Global Security, Privacy & Compliance Center of Excellence (COE) team is made up of security, privacy, and compliance experts who provide expert services to support the Genesys business (Genesys Sales, Presales, Customers, Partners, Prospects, external consultants, etc.). The team is the single point of contact for these teams for all security, privacy, and compliance-related engagements. The team sits within the Genesys Cloud business unit.

Responsibilities:

Program managing the end-to-end delivery of assigned COE team programs and projects:

• Engaging with diverse audiences with varying technical backgrounds to explain complex technical ideas clearly and effectively.
• Collaborating with COE team leadership to assist with team and field training.
• Creation & delivery of field content for key regulations (e.g., DORA, EU AI Act), Each Regulation can require:

  FAQ/Blog/White Paper

  Regulation Articles Mapping

  Presentation & Data Flows

  Supporting Tools, Demo or Video

  Approved Contract Addendum/Custom Terms

  Field training and execution plan

• Contributing to other team projects and activities as required.

Product Management:

• Assisting in driving enhancements for the COE team's internal products and tools.
• Commercialisation of the COE team's

Coordinating with various stakeholders:

• Ensuring accountability for COE team projects
• Creating external-facing content (documents and videos).
• Delivering content to internal and external stakeholders, including monthly webinars.
• Updating the internal knowledge base on key topics, with a focus on AI and regulatory compliance.
• Conducting weekly follow-ups with other team leaders, people managers, and program managers to ensure timely and quality completion of projects..
• Attending product management, sales, and pre-sales product enhancement sessions, summarising and presenting relevant information back to COE team members for monthly updates.
• Contributing to the creation and delivery of security, privacy, compliance, and regulatory education/training materials.
• Planning and delivering enablement and education content, with COE team members contributing based on their specialisation.

Collaborating with sales and other field teams:

• Participating in weekly forecast calls with head of sales (APAC, NA, and EMEA) to ensure proactive and timely COE team engagement within top opportunities.
• Ensuring COE team member inclusion in the right Salesforce opportunity.
• Program managing global deal execution by proactively engaging with sales and bringing in the right COE team expertise.

Other responsibilities:

• Providing personal contribution to external engagements as a subject matter expert.
• Assisting the COE leadership team with other assigned projects.
• Maintaining dashboards and reporting on team performance, including weekly workload review and reporting.
• Planning and executing team events.
• Organising and delivering monthly enablement and education sessions for external sales, pre-sales, CMS, partners, and the COE team.
• Planning and executing the COE team's participation in sales and user events.

Minimum Requirements:

• Bachelor's degree in Communications, Cloud Technology, Cyber Security, or a related field, or recent professional experience within cloud environments.
• Demonstrated presales & consulting experience within AI-based Cloud Customer Experience and digital engagement solutions.
• Proven experience in program managing projects related to Cloud based Customer Experience, AI, or regulatory compliance solutions.
• A track record of working with a high degree of ownership as a product or program manager.
• Technical expertise in understanding complex architectures and the ability to communicate this effectively to non-technical individuals.
• Excellent presentation and technical writing skills.
• Understanding of EU Cloud Outsourcing regulatory landscape for different verticals (GDPR, DORA, FINMA, NIS2, EU AI Act etc)
• Strong teamwork skills, adaptability, and the ability to multitask with changing priorities.
• Desire to get a specialisation and expert skills within security, privacy and compliance.
• Independence in work, with attention to detail.
• Flexibility and adaptability to support different time zones. You will be required to attend calls from APAC, EMEA, and NA.
• Goal-orientation and self-discipline to complete all work tasks on time and in line with team policies/processes.
• Fluency (written and spoken) in English.
• Ability to work at a computer terminal for the majority of the typical workday.

Additional Desired Skills:

• Prior hands-on experience with Genesys products, in an operational, professional services, or presales role.
• Vertical-specific experience (e.g., healthcare, finance, public sector).
• Experience with competitive cloud solutions.
• Expertise in designing secure distributed architectures.

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.