Director, Product Management – Digital AI Engagement
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
AI is changing how enterprises engage customers, but success is not defined by AI capabilities alone. Success comes when AI is embedded into real customer journeys and operational workflows that create measurable value for customers and the business.
The Director of Product Management, Digital AI Engagement, is responsible for defining and executing the strategy for AI-powered asynchronous engagement across Genesys Cloud. This leader will focus on how AI is applied, operationalized, and scaled across messaging, email, proactive engagement, predictive engagement, and digital customer journeys.
The role is accountable for transforming AI capabilities into practical, production-scale customer outcomes that increase automation participation, improve customer experiences, reduce operational effort, and support Genesys' broader AI growth objectives.
Success requires a leader who can connect customer problems, product strategy, AI capabilities, and business outcomes while building strong partnerships across the broader AI ecosystem within Genesys.
Key Responsibilities:
Define AI Engagement Strategy
Define the vision and strategy for AI-powered asynchronous engagement experiences.
Identify where AI can create meaningful value within messaging, email, proactive engagement, predictive engagement, and customer service workflows.
Establish portfolio priorities that increase automation depth and improve customer outcomes.
Develop a strong point of view on how AI will reshape customer engagement over the next several years.
Operationalize AI at Scale
Partner closely with AI platform, AI product, and engineering teams to bring AI capabilities into customer-facing experiences.
Ensure AI capabilities are integrated into complete customer journeys rather than isolated features.
Drive the evolution of digital engagement experiences that combine automation, intelligence, and human assistance when appropriate.
Help establish best practices for AI-native product development across the organization.
Deliver Measurable Outcomes
Define success measures tied to automation participation, customer outcomes, operational efficiency, and business impact.
Ensure telemetry, instrumentation, and validation plans are built into every major initiative.
Evaluate portfolio performance through customer adoption, usage, and value realization metrics.
Drive a culture of evidence-based decision making across the team.
Customer and Market Leadership
Engage directly with enterprise customers to understand evolving automation and AI needs.
Partner with Product Marketing, CSM, and Sales teams to understand market trends and competitive dynamics.
Identify lighthouse customers and opportunities that can help validate new AI engagement approaches.
Monitor emerging AI trends and assess their relevance to the Genesys strategy.
Cross-Functional Leadership
Serve as a key partner to AI product, engineering, data science, and platform organizations.
Influence roadmaps and priorities beyond direct ownership boundaries.
Align stakeholders around a common vision for AI-powered engagement.
Present portfolio strategy, investment recommendations, and business outcomes to senior leadership.
People Leadership
Build and develop a team capable of operating at the intersection of product strategy, customer experience, workflow design, and AI.
Coach Product Managers to think beyond features and focus on customer outcomes.
Raise organizational capability in AI-native product management.
Foster a culture of experimentation, learning, accountability, and ownership.
Required Qualifications:
10+ years of Product Management experience in enterprise SaaS, AI-powered software, automation platforms, or related markets.
5+ years leading Product Managers and product organizations.
Demonstrated experience launching AI-powered products or workflow automation solutions.
Strong understanding of conversational AI, generative AI, workflow automation, or digital customer engagement systems.
Proven ability to translate emerging technologies into customer-facing business value.
Experience defining product strategy, success metrics, and outcome frameworks.
Strong communication and executive influence skills.
Bachelor's degree required; MBA preferred.
Preferred Qualifications:
Experience with AI copilots, virtual agents, automation platforms, or agentic AI solutions.
Experience operationalizing AI within enterprise software environments.
Familiarity with customer service, contact center, CRM, CX, or engagement platforms.
Experience working across highly matrixed organizations with complex dependencies.
Experience driving AI adoption through customer-facing product experiences.
What Success Looks Like:
Increased automation participation across messaging and email workflows.
Greater AI utilization within customer engagement journeys.
AI experiences that deliver measurable customer and business value.
Strong alignment between AI platform investments and customer workflow needs.
Clear portfolio strategy with demonstrated customer adoption and impact.
A product team that is recognized for strong AI-native product leadership.
Our Benefits:
At Genesys,we’recommitted 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 theoptionto collaborate onsite in ourstate-of-the-artGalway 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 dentalplan, and wellnesssupports.
Financialprotection - Enjoy Income Protection and Life Assurance, along withaccess to dedicated financial planning resources t o help you make confident, informed decisions about your future.
Family-friendly policies - Generous paid maternity and paternity
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. 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.