Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Job Description
We are seeking a dynamic and experienced Director of Product Management to lead our Virtual Agent strategy. This strategic role is critical in defining and shaping the future of our Virtual Agent Platform, advancing the next generation of self-service technologies for customer interaction. The ideal candidate will have a proven track record of driving product strategy, leading cross-functional teams, implementing design thinking principles, engaging directly with key customers, and delivering innovative AI-based solutions.
Key Responsibilities:
Lead the product vision, strategy, and execution for the Virtual Agent platform, from ideation to launch.
Define and implement a forward-looking product roadmap aligned with business goals and industry trends.
Champion design thinking methodologies to ensure customer-centered innovation and seamless user experiences.
Oversee the development and enhancement of self-service AI technologies, including Generative AI and Large Language Models (LLMs), to meet evolving customer needs.
Engage with key customers directly, focusing on:
Building and maintaining lighthouse and referenceable accounts to showcase success stories and serve as a benchmark for future product iterations.
Identifying and resolving adoption issues, ensuring the successful deployment and ongoing use of the Virtual Agent platform.
Serving as a subject matter expert in customer briefing sessions, providing deep insight into product vision, strategy, and value proposition.
Collaborate with engineering, design, marketing, and customer success teams to deliver best-in-class solutions.
Lead cross-functional teams, ensuring alignment across departments to achieve product success.
Engage with stakeholders at all levels to advocate for the product vision and ensure its successful integration with existing and new technologies.
Continuously iterate on product design and delivery processes based on user feedback, industry trends, and business needs.
Required Experience:
10+ years of product management experience in technology or software-based companies.
Demonstrated success in leading the development and execution of AI-driven products or customer service solutions.
Proven ability to apply design thinking to solve complex problems, with a customer-first mindset.
Experience in driving product lifecycle management, from concept and ideation through market launch and ongoing improvement.
Strong leadership and management experience, especially in cross-functional environments where collaboration across teams is key.
Comprehensive understanding of AI technologies, including Generative AI, Large Language Models (LLMs), and their application in virtual agent and self-service platforms.
Leadership & Cross-Functional Collaboration:
Strong leadership skills, capable of managing teams and influencing company-wide initiatives.
Extensive experience in cross-functional work, collaborating with multiple departments to drive project success.
Ability to motivate and guide teams in a fast-paced environment while fostering a culture of innovation and accountability.
Expertise in working with stakeholders across various functions to align on strategy and execution.
Key Customer Engagement:
Proactively manage lighthouse or referenceable accounts, ensuring that high-value customers can be leveraged as success stories to influence broader adoption.
Identify and address any adoption challenges within customer accounts, ensuring optimal implementation and integration of the Virtual Agent platform.
Act as a trusted advisor and product expert in customer briefings, articulating the product’s value, roadmap, and long-term vision to key customer stakeholders and partners.
AI and Emerging Technology Expertise:
In-depth understanding of Generative AI and LLMs, with proven experience in developing AI-driven products using these technologies.
Ability to leverage Generative AI for automating and enhancing customer service experiences.
Experience working with AI platforms such as Genesys Cloud to create scalable and efficient self-service solutions.
Ability to stay updated on advancements in AI and machine learning technologies and apply them to evolving product strategies.
Design Thinking and Innovation:
Proven experience in applying design thinking methodologies, leading product design and development based on customer needs.
Strong focus on customer empathy, ensuring that all product decisions are user-centered and improve customer satisfaction.
Ability to foster creativity and drive innovation through iterative design and rapid prototyping.
Ideal Candidate:
Strategic thinker with the ability to translate market needs and trends into innovative product solutions.
Experience in leading product management for AI, virtual agents, or similar technologies.
Highly collaborative, skilled in building and maintaining strong relationships across various teams and stakeholders.
Excellent communication and presentation skills, capable of influencing at all levels of the organization.
Comfortable working in a fast-paced, rapidly evolving industry while maintaining a focus on delivering high-impact results.
Key Qualifications:
Bachelor’s degree in Computer Science, Business, or a related field. MBA or advanced degree preferred.
Strong knowledge of AI-driven customer service platforms and virtual agent technologies.
Proven leadership in guiding product development and market execution.
Ability to adapt to a fast-changing environment and anticipate future market needs.
Experience with cloud-based platforms and technologies like Genesys Cloud is highly desirable.
Deep understanding of Generative AI technologies and LLMs and their application in improving customer interaction.
What This Job Is Not:
This is not a purely technical role—while an understanding of AI and cloud technologies is essential, the primary focus is on product strategy and leadership.
This position is not limited to product development—it requires high-level strategy, stakeholder management, and a customer-centric mindset.
It is not a siloed role—cross-functional collaboration is at the core of this position, requiring constant interaction with multiple departments.
This is not a role for task managers—the ideal candidate is expected to lead, inspire, and strategically drive innovation, not just manage day-to-day tasks.
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.
$158,700.00 - $311,400.00
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
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
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.
