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.

AI Governance Lead - Genesys Cloud

Position Overview

The AI Governance Lead for Genesys Cloud, is a senior role responsible for designing, implementing, and scaling governance frameworks that ensure the safe, ethical, compliant, and customer-centric use of AI across the Genesys Cloud platform.

This role partners across Product, R&D, Legal, and Compliance to uphold responsible AI practices across predictive routing, conversational AI, workforce engagement management, generative AI, and emerging capabilities central to the Experience as a Service® vision.

Key Responsibilities

Partner on the AI governance strategy for Genesys Cloud, ensuring alignment with ISO/IEC 42001, the Genesys Cloud’ integrated management system (IMS) and internal security and compliance frameworks.
Own the design, implementation, maintenance, and continuous improvement of an AI Management System (AIMS) consistent with ISO 42001 requirements, including AIMS strategy, goals, objectives, policies, procedures and standards development, AI risk controls, documentation, and AI system impact assessments. Ensure alignment and integration with the existing management systems (Integrated Management System).
Serve as a Subject Matter Expert on AI compliance and emerging AI regulatory requirements, ensuring readiness for and ongoing adherence to:
- ISO/IEC 42001
- EU AI Act
Prepare and present AIMS KPIs, risk reports, and compliance status as part of management reviews to senior management and relevant committees.
Partner with Legal, R&D, Product, and Compliance teams to translate regulatory requirements into engineering and product controls.
Partner with others on the creation and enforcement of an AI risk management framework consistent with ISO 42001 and drive AI risk management processes (risk identification, assessment, treatment, and acceptance) across the AI lifecycle.
Responsible for coordination and smooth running of internal audits, external certification audits, third-party assessments, and evidence collection required for ISO 42001 certification and customer assurances.
Training, culture, and continuous improvement
- Support and participate in the development of training and awareness on AI governance, responsible AI, and AIMS processes for relevant roles.
- Drive the remediation of audit findings with the various control owners.
- Facilitate lessons‑learned exercises after incidents, audits, and major projects, and drive resulting improvements into the AIMS.
- Develop and track AIMS performance metrics and run a continuous improvement programme.

Qualifications and experience

Required

Bachelor’s degree in a relevant field (e.g. Computer Science, Data/AI, Information Security, Engineering, Law, or related discipline); a Master’s degree or professional certification in risk, compliance, or AI governance is an advantage.
Experience in AI governance, model risk management, enterprise compliance, or related fields.
Demonstrated expertise in implementing or governing programs aligned with ISO/IEC 42001, ISO 27001, or comparable management system standards.
Familiarity with AI/ML concepts, model lifecycle, data governance and use cases relevant to customer experience solutions: conversational AI, predictive routing, forecasting, sentiment analysis, etc
Proven ability to drive cross-functional alignment across engineering, legal, security, and product teams in complex organizations.
Certifications like IAPP AIGP (AI governance Professional) and ISO 42001 Lead Auditor/Lead Implementer.

Key competencies and skills

Strong governance mindset and ability to design pragmatic, risk‑based controls.
Excellent stakeholder management, facilitation, and communication skills, including the ability to explain AI risks and controls to non‑technical audiences.
Structured approach to documentation, evidence management, and audit readiness.
Analytical and problem‑solving skills; able to interpret regulatory/standards requirements and translate them into operational procedures.
High attention to detail combined with a practical, delivery‑oriented attitude.
Integrity, independence of judgement, and comfort in escalating issues where needed.

Preferred

5+ years’ experience in highly regulated or audit-driven environments

Our Benefits

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.

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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.

AI Governance Lead

Benefits

Job Description