Product Management Director, Conversational 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:

Own the end to end strategy and execution of Genesys’ conversational engagement portfolio, defining how global enterprises connect with customers across web, mobile, messaging, and social channels. This role shapes millions of customer interactions, driving improvements in digital adoption, AI utilization, and overall customer experience across the Genesys Cloud platform.

At Genesys, we are advancing customer experience through AI and empathy, enabling organizations to deliver more human and efficient interactions at scale. You will partner with senior leaders across Product, Engineering, AI, and Go to Market teams to define the future of asynchronous, mobile first engagement while influencing platform direction and long term growth.

You will translate market trends and customer needs into clear product strategies and roadmaps, driving innovation across messaging platforms and ensuring strong integration with AI powered orchestration. This is a high visibility leadership role with direct impact on enterprise growth, competitive positioning, and platform innovation, along with the opportunity to build and mentor a high performing product team.

Key Responsibilities:

• Define and execute a multi year product strategy that drives messaging adoption, AI participation, and enterprise customer value

• Own the portfolio roadmap across messaging and social channels, aligning priorities to customer outcomes and business impact

• Design differentiated engagement experiences that improve intent resolution, reduce friction, and increase automation

• Identify market opportunities and competitive gaps to position Genesys as a leader in conversational engagement

• Partner with Engineering and Design to deliver scalable, high performance products for enterprise customers

• Drive cross functional alignment across Product, AI, Sales, Marketing, and Customer Success to ensure adoption and value realization

• Establish and monitor key metrics such as adoption, engagement, AI usage, and revenue contribution

• Lead pricing and packaging strategy to optimize monetization and market competitiveness

• Represent the portfolio in executive discussions, customer engagements, and analyst briefings

• Build and develop a high performing team of product managers

Required Qualifications:

• 10+ years of product management experience in enterprise SaaS, CX, CRM, communications, or digital engagement platforms

• 5+ years leading product managers or product organizations in a matrixed environment

• Proven success delivering product strategies that drive measurable business outcomes

• Strong understanding of messaging, mobile, web, or social engagement technologies

• Experience partnering with Engineering and Design to deliver complex, scalable products

• Ability to influence executive stakeholders and align cross functional teams

• Excellent communication and strategic decision making skills

• Bachelor’s degree required

Preferred Qualifications:

• Experience with CCaaS, CX platforms, or enterprise customer engagement ecosystems

• Experience building products for large scale, global enterprise deployments

• Background in pricing strategy, packaging, or portfolio management

• Familiarity with AI driven engagement and conversational AI

• Experience supporting enterprise migrations or transformation initiatives

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.

Benefits:

• 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. 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:

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[email protected].

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.