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.
Genesys is looking for a thought leading and experienced Senior Director, Product Management in the CX, Agent Experience and Engagement space to join our Digital team.
Reporting to the VP of Product Management, you will have deep experience in researching, developing and overseeing next generation products from conception through to delivery and beyond. These products will have spanned voice and digital channels across orchestration, automation and routing.
Your focus will be to set in motion a new, flexible user experience framework that will unify user experiences across different product areas within Genesys Cloud. You will transform all aspects of how user workspaces are composed, creating the optimal workspace experience from signals, intelligence, and human intent. You will lead the transition of these experiences from manually configured to dynamically presented at run time — facilitating enterprises to transition from structured workflows to AI-supervised outcomes. This includes setting a vision for how work collaboration between human and AI agents will transform what has been traditionally a human only engagement layer within Genesys Cloud. You will have a strong focus on change management and be passionate about delivering best in class CX through a cohesive user navigation platform. The ideal candidate is an authentic communicator with a comprehensive ability to influence resources to expand thinking and facilitate strategic alignment.
Key Responsibilities:
Set product vision and own execution across a highly matrixed organization
Grounded in customer research, establish a framework inclusive of information architecture and standard design elements that peer product teams can use
Influence and coordinate cross team discussions across product, engineering user experience, design, research teams
Dotted line influence peer product teams for adoption and roll out of new framework in their areas of ownership
Manage regular communications at executive level on roll out & adoption across the platform
Drive the development, prioritization, and execution of existing product roadmaps in collaboration with R&D and PM colleagues in other Genesys platforms
Partner with key stakeholders across our company and customers to capture detailed requirements, test hypothesis, and enable frictionless user adoption as a product led growth platform
Analyze initiatives for ROI and opportunities to drive financial and operational excellence and growth
Present at product, sales, customer, and industry events, including roadmap presentations regarding product timelines and strategy, and product initiative updates to company executives on strategy and performance
Manage product teams across multiple geographic locations including day-to-day activities required for the success of the program and ensure that activities and deliverables are executed in a timely fashion with high quality.
Own the relationships with customers and development teams to translate customer needs into agile / scrum-based plans to deliver valuable product features
Requirements:
15 plus years of professional CX experience, with 3+ years’ Product experience working with UI/UX, Design tools in a contact centre or related environments
Experience with current customer workflow journey orchestration platforms; Data Insights, AI, Bots, Visualizations; and Cloud technologies
Experience managing a B2B oriented multi-release, multi-year roadmap
Ability to manage ambiguity, build consensus toward solutions, and defend a chosen strategy to various stakeholders across different geographies with significant experience influencing teams outside of direct line of management
Preferred, experience with call center and/or contact center agent experience
Preferred, experience in user experience frameworks
Excellent executive-level communication and presentation skills at both technical and business level
Proven experience with analyzing data and using structured problem-solving to make decisions that uncover the next steps of a solution
Education:
Bachelors Required, MBA Preferred
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.
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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:
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.
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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.
