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About the Role

Shape how Genesys Cloud integrates AI, automation, and messaging to help customers resolve needs with less effort, fewer escalations, and more effective digital journeys. This role owns product definition and advancement for AI-powered messaging experiences across Web Messaging, Mobile Messaging, WhatsApp, and other conversational channels, identifying customer problems where AI can create the greatest value and defining end-to-end solutions.

Responsibilities

Own the end-to-end product definition and successful delivery of priority AI-powered messaging use cases.
Translate customer problems into production-ready experiences that deliver measurable customer and business value.
Define how generative AI, conversational AI, messaging, and Genesys Cloud Digital platform capabilities combine to help customers complete journeys through automation.
Design mobile-first, asynchronous messaging experiences around the complete customer journey.
Validate product direction and customer outcomes through direct customer insight, usage patterns, and production data.
Identify capability gaps and product friction that hinder the deployment or scaling of AI-powered messaging use cases.
Translate priority use cases into clear customer problems and experience requirements that influence AI, Messaging, and Digital Platform roadmaps.
Drive high-value AI and automation use cases from experimentation to repeatable production adoption.
Establish reusable patterns that accelerate customer time-to-value and enterprise scale.
Shape cohesive customer experiences across native Genesys AI and third-party automation capabilities.
Influence priorities across product and engineering teams for capabilities outside direct ownership.
Partner across AI, Digital Platform, Messaging, Engineering, Design, Product Marketing, Customer Success, and Sales to connect product strategy, customer needs, go-to-market readiness, and adoption outcomes.

Requirements

5+ years of Product Management experience building and scaling customer-facing software products.
Demonstrated experience with AI-powered, conversational, or automation experiences.
Strong working understanding of generative AI, conversational AI, virtual agents, or agentic systems.
Strong product judgment and customer empathy.
Demonstrated ability to identify meaningful customer problems and translate them into compelling end-to-end product experiences.
Strong systems thinking.
Ability to understand how multiple product, AI, messaging, and platform capabilities work together.
Demonstrated ability to define product strategy and make effective prioritization decisions.
Proven ability to collaborate and influence across Product, Engineering, Design, and other cross-functional teams.
Strong communication and stakeholder management skills.

Skills

AI-powered experiences
Messaging
Digital engagement
Conversational AI
Virtual agents
Agentic AI products
Generative AI
Conversational AI
Virtual agents
Agentic systems
Product strategy
Prioritization
Customer insight
Product data
Business context
Technical constraints
Collaboration
Influence
Communication
Stakeholder management
Customer research
Product analytics
Experimentation
Production data

Location

Work Type

Flexible work schedules
Work from home opportunities

Experience Level

Staff

Salary/Compensations

$135,600.00 - $238,400.00

Benefits

Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules
Work from home opportunities
Development and career growth opportunities
Open Time Off
10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

About the Company

Genesys helps 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.
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.
Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Build future-ready skills through mentorship, learning programs, leadership development and education support.
Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control.
Organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Equal Opportunity

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.